Customer Account Manager

USTBC ABB Installation Products Inc.; Mebane (NC); On-site; USD 90,000 - 120,000; Full time

Job summary

ABB is seeking a leader to manage strategic customer accounts and oversee order fulfillment from inquiry to delivery and after-sales service. You will coordinate with sales, operations, factories, logistics, and customers to optimize performance and ensure quality commitments.

This onsite role in Mebane, NC requires up to 20% travel domestically and internationally, and a strong background in manufacturing, project management, and operations.

Qualifications

• 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 tools including Power BI, Salesforce, EDI, EWM, Empower, Resilience, COBOL, and 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).
• Candidates must already have permanent work authorization to work for ABB in the US.

Responsibilities

• Manage strategic customer accounts and order fulfillment operations, proactively controlling backlog and delivery performance.
• Lead cross-functional communication and issue resolution with sales, operations, factories, logistics, and customers.
• Drive continuous improvement initiatives to streamline processes and enhance operational efficiency across the customer lifecycle.
• Oversee post-sales support, claims management, and order execution with timely handling of expedites, cancellations, and quality concerns.
• Monitor account performance through KPI management, forecasting, and executive engagement.

Skills

Project management

Operational planning

Cross-functional collaboration

Excel & PowerPoint

Education

Bachelor's degree (Engineering preferred)

Tools

SAP/AMSAP

Power BI

Salesforce

EDI

EWM

Empower

Resilience

COBOL

Shop Floor Control (SFC)

Job description

At ABB , we help industries run leaner and cleaner-and every person here makes that happen. You'll be empowered to lead, supported to grow, and proud of the impact we create together. Join us and help run what runs the world.

This position reports to:
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 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 Affimative 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 the following websites: https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf

As an Equal Employment Opportunity and Affimative 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 a