Customer Support Analyst

BlackBerry Inc.; New Berlin (WI); Hybrid; USD 55,000 - 85,000; Full time

Benefits offered by this job

Health Insurance

401k

Paid holidays

Employee discount

Job summary

ABB in New Berlin, WI seeks a Customer Care professional to provide technical, order, and payment-related support to internal and external customers, coordinating with stakeholders to own cases and improve satisfaction.

You will manage accounts receivable, investigate disputes, drive process improvements with Salesforce, and ensure on-time delivery while supporting customer-facing tools.

Join a high-performing MOSE Customer Service team with hybrid work near New Berlin and opportunities to grow.

Qualifications

• Minimum of 3 years of experience in sales, customer service or general business.
• Advanced proficiency in analytical tools such as PowerBI and Excel.
• Experience with business applications/software (SAP, Salesforce, MS Office).

Responsibilities

• Accounts Receivable Management – Monitor and manage outstanding balances and resolve billing discrepancies.
• Dispute Resolution – Investigate and resolve customer disputes related to invoices, credits, pricing, and product issues.
• Process Improvement & Automation – Identify and implement process improvements within customer care, including Salesforce workflow enhancements.
• Customer On-time Delivery - Track orders to ensure on-time delivery and coordinate with operations.
• Customer Facing Tool Support - Provide escalation support for e-commerce tools and customer-facing apps.

Skills

3+ years experience

PowerBI

Excel

English

Education

Bachelor's degree in Business or related field

Tools

SAP

Salesforce

MS Office

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:Customer Care Manager__In this role, you will have the opportunity to provide technical, order, and payment-related assistance/support to the internal and external customers. Each day, you will coordinate with relevant stakeholders to obtain complete case ownership. You will also showcase your expertise by improving customer satisfaction.The work model for the role is: Hybrid {#LI-Hybrid} (Must be in/near New Berlin, WI)This role is contributing to the MOSE Customer Service Team in the USA. Main stakeholders are MOSE Leadership.You will be mainly accountable for:Accounts Receivable Management – Monitor and manage outstanding customer balances, partnering with internal teams and customers to resolve billing discrepancies and accelerate payment.Dispute Resolution – Investigate and resolve customer disputes related to invoices, credits, pricing, and product issues while documenting root causes and corrective actions.Process Improvement & Automation - Identify, develop, and implement process improvements within the customer care function, including Salesforce (SFDC) workflow enhancements, automation opportunities, and CRM optimization to drive efficiency and elevate the customer experience.Customer On-time Delivery - Track orders from release through completion, identify delays, and coordinate with operations and logistics to ensure on-time delivery performance.Customer Facing Tool Support - Provide customer escalation support for E-commerce tools and other customer facing business applications.Our team dynamicsYou will join a talented and high performing team, where you will be able to thrive.Qualifications for the roleMinimum of 3 years of experience in sales, customer service or general businessBachelor's degree in Business or related fieldAdvanced proficiency in analytical tools such as PowerBI and Excel (Pivot tables, power query, lookup formulas)Experience with business applications/software (SAP, Salesforce, MS Office)You are passionate about process improvement and data analyticsFluent in English with advance verbal and written communication skillsMore about usABB 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 the following websites: https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdfAs 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 www.myBenefitsABB.com and click on “Candidate/Guest” to learn moreHealth, Life & DisabilityChoice 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 PlusVision benefitCompany paid life insurance (2X base pay)Company paid AD&D (1X base pay)Voluntary life and AD&D – 100% employee paid up to maximumsShort Term Disability – up to 26 weeks – Company paidLong 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 insuranceParental Leave – up to 6 weeksEmployee Assistance ProgramHealth Advocate support resources for mental/behavioral health, general health navigation and virtual health, and infertility/adoptionEmployee discount programRetirement401k Savings Plan with Company ContributionsEmployee Stock Acquisition Plan (ESAP)Time offABB provides 11 paid holidays. Vacation is provided based on years of service for hourly and non-exempt positions.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.Ready to make an impact?Apply today or visit https://www.abb.com to learn more about the impact of our solutions across the globe.