ABB Inc.
Overview
At ABB, we help industries outrun leaner and cleaner. Here, progress is an expectation for you, your team, and the world. As a global market leader, ABB gives you what you need to make it happen. It won’t always be easy—growing takes grit. But at ABB, you never run alone.
Responsibilities
Lead, coach, and develop a team of customer support specialists serving commercial sales clients; oversee daily operations of the commercial customer support team, ensuring service levels and performance targets are consistently achieved.
Act as an escalation point for complex customer issues, providing resolution and reinforcing long‑term relationships; partner with commercial sales leadership to align support activities with sales strategies and growth goals.
Implement and monitor KPIs, including customer satisfaction (CSAT), service‑level agreements (SLAs), order accuracy, and response times; ensure accurate and timely entry of customer orders, billing resolution, and coordination with logistics and supply chain.
Develop and maintain training programs, knowledge bases, and process documentation to support team effectiveness; identify opportunities to improve systems, workflows, and tools to enhance the customer experience and operational efficiency.
Qualifications
Bachelor’s degree in Business, Management, Accounting, or related field.
Minimum 8 years of experience in customer support or sales operations, with at least 3 years in a supervisory/managerial role.
Proven success in supporting B2B or commercial clients in a contact center, inside sales, or account support environment.
Knowledge of order management, billing, and logistics processes; proficiency in CRM systems (Salesforce and SAP).
Strong communication skills, with the ability to influence and build relationships across teams and levels; experience in coaching, performance management, and team development.
Experience managing in a metrics‑driven environment with demonstrated ability to meet or exceed KPIs.
Candidates must already have work authorization that would permit them to work for ABB in the US.
Why ABB? We empower you to take initiative, challenge ideas, and lead with confidence. You’ll grow through meaningful work, continuous learning, and support that’s tailored to your goals. Every idea you share and every action you take contributes to something bigger.
Equal Employment Opportunity ABB is an Equal Employment Opportunity and Aff… (EEO statement retained as originally provided).
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Responsibilities
Lead, coach, and develop a team of customer support specialists serving commercial sales clients; oversee daily operations of the commercial customer support team, ensuring service levels and performance targets are consistently achieved.
Act as an escalation point for complex customer issues, providing resolution and reinforcing long‑term relationships; partner with commercial sales leadership to align support activities with sales strategies and growth goals.
Implement and monitor KPIs, including customer satisfaction (CSAT), service‑level agreements (SLAs), order accuracy, and response times; ensure accurate and timely entry of customer orders, billing resolution, and coordination with logistics and supply chain.
Develop and maintain training programs, knowledge bases, and process documentation to support team effectiveness; identify opportunities to improve systems, workflows, and tools to enhance the customer experience and operational efficiency.
Qualifications
Bachelor’s degree in Business, Management, Accounting, or related field.
Minimum 8 years of experience in customer support or sales operations, with at least 3 years in a supervisory/managerial role.
Proven success in supporting B2B or commercial clients in a contact center, inside sales, or account support environment.
Knowledge of order management, billing, and logistics processes; proficiency in CRM systems (Salesforce and SAP).
Strong communication skills, with the ability to influence and build relationships across teams and levels; experience in coaching, performance management, and team development.
Experience managing in a metrics‑driven environment with demonstrated ability to meet or exceed KPIs.
Candidates must already have work authorization that would permit them to work for ABB in the US.
Why ABB? We empower you to take initiative, challenge ideas, and lead with confidence. You’ll grow through meaningful work, continuous learning, and support that’s tailored to your goals. Every idea you share and every action you take contributes to something bigger.
Equal Employment Opportunity ABB is an Equal Employment Opportunity and Aff… (EEO statement retained as originally provided).
#J-18808-Ljbffr