Customer Service Specialist

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.

Customer Service Specialist is the first point of contact for customers and business partners of the PC Sales DC, Electrification (EL) Power Conversion in Plano, Texas. You will be responsible to provide internal and external customer support (example basic technical, order assistance, payment related assistance) and coordinate with relevant resources to have complete account ownership and to increase customer satisfaction.

This position reports to

Customer Support Manager

Your responsibilities

• Provide outstanding service and representation to external and internal customers through accurate order entry and call handling with superior, professional communications
• Adhere to Customer Service Center Standard Operating Procedures
• Responsible for understanding all SAP / ERP Standard Operating Procedures
• Ensure accuracy of documentation including order entry, billing, shipping, invoicing and finance systems
• Responsible to process return of goods from customers
• Coordinate appropriate solution for customer requests and coordinate with related teams to ensure the complete handling of the request (example production capability and scheduling, resourcing, quotes, price lists, invoice) is in place
• Proactively inform customers about issue status based on inputs. Clarify and answer any questions. Ensure a positive customer experience throughout the entire process
• Ensure the resolution of customer issues (example order, technical, payment) by coordinating with various internal and/or external teams. Coordinate resolution with customers, internal sales teams, After Sales Service and/or Spare Parts Teams
• Track target performance and provide results to management
• Prepare and analyze regular statistics (example forecast) using available tools and collecting relevant information
• Participate in departmental training programs

Your background

• High School Diploma or GED equivalent and minimum 4 years of experience in order fulfillment/order management
• Minimum 4 years of experience using SAP or a similarly large and complex ERP system to drive results
• Associates or bachelor’s degree from accredited university or college preferred
• Bilingual in both Spanish and English. Fluent in both verbal and written language
• SAP 4.7
• Ability to work with cross-functional teams to help build effective processes
• Results oriented; ability to deliver on commitments and follow through
• Outstanding integrity, honest and forthright individual who is direct with superiors, customers, peers and functional counterparts
• Strong problem solving skills
• Ability to multitask with a strong sense of priority
• Ability to work independently and a strong team player
• Strong oral and written communication skills
• Strong interpersonal and leadership skills
• Able to effectively interface with all levels of internal and external customers
• Demonstrated proficiency with Microsoft office applications
• Proficiency with lean or process improvement methodology
• Candidates must already have a work authorization that would permit them to work for ABB in the US

Benefits

• Retirement plan
• Life insurance
• Disability insurance
• Wellbeing program
• Healthcare plan

More about us

In ABB’s Power Conversion division, our customers require reliable and efficient power that supports their growing infrastructure, ensuring that data flows 24x7, while optimizing their footprint, energy costs and operations. They rely on us to provide the latest industry insights and technology to develop solutions needed to meet their evolving challenges. We are a customer-first provider of innovative critical power solutions that are designed for high reliability and performance. Our culture is one of quality and operational excellence which is fueled and supported by our talented people, tools and processes, and our “know how.” We look forward to receiving your application. If you want to discover more about ABB, take another look at our website www.abb.com. Equal Employment Opportunity and Affirmative Action at ABB ABB is an Equal Employment Opportunity (EEO) and Affirmative Action Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to their race, creed, color, ancestry, religion, sex, national origin, citizen status, age, sexual orientation, gender identity, disability, marital status, family medical leave status, or protected veterans status. For more information regarding your (EEO) rights as an applicant, please visit the following websites: https://www.eeoc.gov/sites/default/files/2022-10/EEOC_KnowYourRights_screen_reader_10_20.pdf https://www.dol.gov/sites/dolgov/files/OFCCP/pdf/pay-transp_%20English_formattedESQA508c.pdf As an Equal Employment Opportunity and Affirmative Action Employer, applicants may request to review the Affirmative Action Plan of a particular ABB facility between the hours of 9:00 A.M. - 5:00 P.M. EST Monday through Friday by contacting an ABB HR Representative at 1-888-694-7762. Protected veterans and qualified individuals with a disability 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 [email protected] Resumes and applications will not be accepted in this manner. #LI-Hybrid