Customer Account Manager

ABB Inc.; Mount Juliet (TN); On-site; USD 85,000 - 120,000; Full time

Benefits offered by this job

Health benefits

401k Savings Plan

Employee Stock Acquisition Plan (ESAP)

11 paid holidays

Paid parental leave

Job summary

ABB is seeking an experienced Senior Customer Support/Account Manager to oversee strategic accounts and end-to-end order fulfillment from onsite locations in the US. You will lead cross-functional teams across sales, operations, logistics and manufacturing to ensure timely deliveries and high customer satisfaction.

The role requires 8+ years in manufacturing or operations, strong Excel/PowerPoint skills, and the ability to travel up to 20% domestically and internationally.

Qualifications

• Bachelor’s degree required; engineering focus preferred.
• 8+ years in manufacturing, project management, planning or operations.
• Strong Excel/PowerPoint; SAP/AMSAP; familiarity with BI tools including Power BI, Salesforce, EDI, EWM, Empower, COBOL and SFC.

Responsibilities

• Manage strategic customer accounts and order fulfillment, proactively controlling backlog and delivery performance.
• Lead cross-functional communications with sales, operations, factories, logistics and customers to drive satisfaction and resolve escalations.
• Drive continuous improvement by coordinating stakeholders to streamline processes and adopt best practices.
• Oversee post-sales support, claims management, and order execution for complex requests and expedites.
• Monitor account performance with KPIs, forecasting, and executive reviews to mitigate risks and support growth.

Skills

English proficiency

Travel readiness

Education

Bachelor's degree (Engineering preferred)

Tools

SAP/AMSAP

Power BI

Salesforce

EDI

EWM

Empower

COBOL

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

The work model for the role is:

Onsite in Mebane, NC or Lancaster, TX, or Mount Juliet, TN with up to 20% travel required domestically and internationally.

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 createsrealimpact 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 workauthorization 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'llgrow through meaningful work, continuous learning, and supportthat'stailored to your goals. Every idea you share and every action you take contributes to something bigger

ABB is an Equal Employment Opportunity and affirmativ 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 informationregardingyour (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 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 reasonableaccommodationsby 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 to26 weeks- Company paid
• Long Term Disability - 60% ofpay- 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.

Building a cleaner, smarter future takes all kinds of minds: the curious, the courageous, and the creative. That's why we welcome people from all backgrounds and experiences.