Customer Account Manager

ABB; Lancaster (TX); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Health, Life & Disability

401k plan

Betald ledighet

Job summary

ABB i USA söker en erfaren ledare för kundsupport som kommer att leda ett team av administratörer och specialister inom lokala sälj-enheter. Du koordinerar kundförfrågningar till leverans och eftermarknad och stadgar strategier för att möta och överträffa kundernas förväntningar.

Rollens ansvar inkluderar att driva kontinuerlig förbättring av processer, hantera backlog, och arbeta nära sälj, produktion, logistik och kunder för långsiktiga kontos framgång. 20% resekrav och on-site arbete i USA.

Qualifications

• Kandidat måste ha en kandidatexamen med teknisk inriktning (ingenjör)**.
• Erfarenhet av tillverkningsprocesser, projektledning, planering och/eller drift är meriterande.
• Goda färdigheter i Excel och PowerPoint, SAP/AMSAP samt kunskap om Power BI, Salesforce, EDI, EWM, Empower, Resilience och SFC är önskvärda.

Responsibilities

• Leda och koordinera kundsupportprocesser inom lokala säljfunktionsenheter.
• Samarbeta tvärfunktionellt för att förbättra kundnöjdhet och leveransprecision.
• driva kontinuerliga förbättringar i kundresan och processer inom kundlivscykeln.
• övervaka och hantera eftermarknadskrav, reklamationer och orderutförande.
• förmedla insikter via KPI:er och affärsgånger till berörda parter.

Skills

Excel

PowerPoint

SAP/AMSAP

Power BI

Salesforce

EDI

COBOL

SFC

English

Spanish

Education

Bachelornivå med ingenjörs­inriktning

Tools

Shop Floor Control (SFC)

Resilience

Empower

EWM

COBOL

Job description

På ABB hjälper vi industrier att bli mer resurseffektiva och renare – och varje person här bidrar till resultaten. Du kommer att få möjlighet att leda, få stöd att växa och kunna vara stolt över den påverkan vi skapar tillsammans. Gå med oss och hjälp till att driva det som driver världen.

Denna position rapporterar till:

White Glove Customer Support Leader

In this role, you will have the opportunity to lead a team of administrators and specialists to handle and coordinate customer support processes in local Sales units, from customer inquiry to product delivery and after-sales service, to understand the complete sales process and to meet and exceed customer expectations. Each day, you will create, implement, and review customer service strategy and ensure quality, volume, and on-time delivery based on business standards and customer requests. You will also showcase your expertise by making optimization plans to increase operational excellence and customer satisfaction in the sales process in collaboration with business counterparts.

The work model for the role is:

Onsite in Mebane, NC or Lancaster, TX with up to 20% travel required domestically and internationally. #LI-Onsite

Your role and responsibilities:

• Manage strategic customer accounts and order fulfillment operations, proactively controlling backlog, optimizing delivery performance, and ensuring alignment with ABB quality standards and customer commitments

• Lead cross-functional communication and issue resolution efforts, partnering with sales, operations, factories, logistics, and customers to drive customer satisfaction, resolve escalations, and support long-term account success

• Drive continuous improvement initiatives by coordinating internal and external stakeholders to streamline processes, implement best practices, and enhance operational efficiency across the customer lifecycle

• Oversee post-sales support, claims management, and order execution, providing effective solutions for complex customer requests while ensuring timely handling of expedites, cancellations, account issues, and quality concerns

• Monitor account performance through KPI management, forecasting, and executive engagement, facilitating business reviews, collaborating with customers and manufacturing sites, and delivering actionable insights to mitigate risks and support business growth.

Our Team Dynamics

Our teams support each other, collaborate, and never stop learning. Everyone brings something unique, and together we push ideas forward to solve real problems. Being part of our team means your work matters - because the progress we make here creates real impact out there.

Qualifications for the role:

• Bachelor’s Degree required; Engineering focus preferred

• 8+ years of Experience in Manufacturing, Project Management, Planning and/or operations

• Proficiency in Microsoft Excel and PowerPoint, SAP/AMSAP systems, and working knowledge of business and operational tools including Power BI, Salesforce, EDI, EWM, Empower, Resilience, COBOL, and Shop Floor Control (SFC) applications is preferred

• Proficiency in English; Spanish is a plus

• Ability and willingness to travel up to 20% of the time (2 times per month) both domestically and internationally. A valid passport will be required.

• Candidates must already have permanent work authorization that would permit them to work for ABB in the US.

What's in it for you

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

ABB is an Equal Employment Opportunity and affirmative action employer for protected veterans and individuals with disabilities at ABB.

All qualified applicants will receive consideration for employment without regard to their sex (gender identity, gender expression, sexual orientation), marital status, citizenship, age, race and ethnicity, inclusive of traits historically associated with race or ethnicity, including but not limited to hair texture and protective hairstyles, color, religious creed, national origin, pregnancy, physical or mental disability, genetic information, protected veteran status, or any other characteristic protected by federal and state law.

For more information regarding your EEO rights as an applicant, please visit https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf

As an equal employment opportunity and affirmative action employer for protected veterans and individuals with disabilities, applicants may request to review the 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 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 [e-mail]. Resumes and applications will not be accepted in this manner.

ABB Benefit Summary for eligible US employees

[excludes ABB E-mobility, Athens union, Puerto Rico]

Go to MyBenefitsABB.com and click on “Candidate/Guest” to learn more

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)

• Paid Parental Leave

• 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

ABB provides 11 paid holidays. Salaried exempt positions are provided vacation under a permissive time away policy.

För att bygga en renare och smartare framtid krävs alla sorters människor: de nyfikna, de modiga och de kreativa. Därför välkomnar vi människor med alla bakgrunder och erfarenheter.

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