Customer Service Representative

Take your next career step at ABB with a global team that is energizing the transformation of society and industry to achieve a more productive, sustainable future. At ABB, we have the clear goal of driving diversity and inclusion across all dimensions: gender, LGBTQ+, abilities, ethnicity and generations. Together, we are embarking on a journey where each and every one of us, individually and collectively, welcomes and celebrates individual differences.

Works together with Sales to develop, implement and manage an specific US region strategy focusing on service level and overall customer satisfaction. Ensures full compliance to the agreed service level, having direct contact with several accounts and ensuring full alignment within customer operations and continuous improvement functions. Coordinate and manage the resolution of specific customer issues / requirements.

This position reports to

Contact Center Lead

Your responsibilities

• Proactively identifies and select together with Sales, in specific US regions the accounts having specific requirements in the area of Customer Operations, meet the customers to better understand their expressed needs and expectations and to identify the most proper tools and advanced services to deliver to customers, in order to create the best customer journey and to consolidate the customer loyalty.
• Defines and proposes service level targets for the selected key accounts and ensures their achievement with a structured follow up process. Measure and analyzes periodically the selected KPIs, reports issues and expedites solutions to the resolution owners, working with Continuous Improvement team.
• Market Knowledge & Data analysis - Monitors competitors’ activity within their assigned region in the area of customer operations and ensures that appropriate response strategies are formulated and implemented.
• Post-Sales Support - Takes ownership of specific customer cases to ensure efficient and reliable customer issue resolution.
• Process & Tools - Helps drive the application of standardized Marketing & Sales processes and tools (Salesforce, account plans, CBOL, EDI...) for all accounts.

Your background

• A Bachelor's degree in Business Administration, Industrial Engineering or related.
• 2+ years of experience.
• Knowledge in SAP and Salesforce.
• English Advanced Level.
• A collaborative, solution-focused approach, and strong written and spoken communication skills.

More about us

We look forward to receiving your application (documents submitted in English are appreciated). If you want to discover more about ABB, take another look at our website www.abb.com. Work model: remote #LI-remote