Customer Support Representative at USTBC ABB Installation Products Inc. — USA, TN

This position reports to:

Customer Support Manager

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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.

Qualifications for the role:

• 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.

What's in it for you:

Protected Veterans and Individuals with Disabilities may request a reasonable accommodation if you are unable or limited in your ability to use or access ABB's career site as a result of your disability. You may request reasonable accommodations by calling an ABB HR Representative at 1-888-694-7762 or by sending an email to US-AskHR@abb.com. Resumes and applications will not

Health, Life & Disability

• 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

Retirement

• 401k Savings Plan with Company Contributions
• Employee Stock Acquisition Plan (ESAP)

Time off

Ready to make an impact?