Customer Support Representative
Full-time
ABB Inc
At ABB , we help industries run leaner and cleaner-and every person here makes that happen. You'll be empowered to lead, supported to grow, and proud of the impact we create together. Join us and help run what runs the world. This position reports to:
Customer Support Manager __ In this role, you will have the opportunity to act as the first point of contact for ABB customers, with the intention to make ABB an easy and trusted choice to do business with. Each day, you will provide internal and external customer support such as technical support, order and payment related assistance, forwarding supplier offers, finding the right speaking partner, etc., and coordinate with relevant resources to have complete case ownership. You will also showcase your expertise by improving customer experience and first contact to cash transition rate and creating more business opportunities for ABB. The work model for the role is: hybrid out of the Memphis, TN office (#LI-Hybrid). You will be mainly accountable for:
Customer Support Manager __ In this role, you will have the opportunity to act as the first point of contact for ABB customers, with the intention to make ABB an easy and trusted choice to do business with. Each day, you will provide internal and external customer support such as technical support, order and payment related assistance, forwarding supplier offers, finding the right speaking partner, etc., and coordinate with relevant resources to have complete case ownership. You will also showcase your expertise by improving customer experience and first contact to cash transition rate and creating more business opportunities for ABB. The work model for the role is: hybrid out of the Memphis, TN office (#LI-Hybrid). You will be mainly accountable for:
- Recommending appropriate solutions for customer requests and coordinating with related teams to ensure end-to-end handling of the request (e.g., production capability and scheduling, resourcing, quotes, price lists, and invoice) is in place.
- Initiating customer feedback loops in regular intervals by following commonly agreed processes, understanding their satisfaction level, and identifying areas of continuous improvement.
- Supporting the regular maintenance of contact lists, routing tables, and information on internal/external pages.
- Assisting the business in outbound activities like marketing campaigns and providing follow-the-sun or face-to-face customer interaction services.
- A High School Diploma/GED is required, BBA preferred in Customer Operations
- 3 plus years of experience in customer service, working as a customer service representative with respect to the electrical industry market
- An agile and proactive approach, with a demonstrated ability to take ownership of customer issues
- Knowledge of principles and practices in customer service
- Knowledge of SAP Torque, Sales Force.com strongly preferred, all Microsoft software such as Outlook, Excel, Word etc. required
- A collaborative, solution-focused approach, and strong written and spoken communication skills
- Candidates must already possess authorization to work for ABB in the US.
- Choice between two medical plan options: A PPO plan called the Copay Plan OR a High Deductible Health Plan (with a Health Savings Account) called the High Deductible Plan.
- Choice between two dental plan options: Core and Core Plus
- Vision benefit
- Company paid life insurance (2X base pay)
- Company paid AD&D (1X base pay)
- Voluntary life and AD&D - 100% employee paid up to maximums
- Short Term Disability - up to 26 weeks - Company paid
- Long Term Disability - 60% of pay - Company paid. Ability to "buy-up" to 66 2/3% of pay.
- Supplemental benefits - 100% employee paid (Accident insurance, hospital indemnity, critical illness, pet insurance
- Parental Leave - up to 6 weeks
- Employee Assistance Program
- Health Advocate support resources for mental/behavioral health, general health navigation and virtual health, and infertility/adoption
- Employee discount program
- 401k Savings Plan with Company Contributions
- Employee Stock Acquisition Plan (ESAP)
Vacancy posted 3 days ago
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