Customer Support Analyst

ABB Inc.; New Berlin (WI); Hybrid; USD 55,000 - 75,000; Full time

Job summary

ABB is seeking a Customer Care Specialist in New Berlin, WI. You will provide technical, order, and payment-related support to internal and external customers, coordinating with stakeholders to own cases and improve customer satisfaction.

This hybrid role emphasizes AR management, dispute resolution, and process improvement within Salesforce and SAP environments. Join our MOSE Customer Service Team in the USA, partnering with operations and logistics to ensure on-time delivery and effective tool

Qualifications

• Minimum of 3 years of experience in sales, customer service or general business.
• Bachelor's degree in Business or related field.
• Advanced 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 analytics.
• Fluent in English with advance verbal and written communication skills.

Responsibilities

• 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.

Skills

Sales experience

Customer service

Data analytics

English fluency

Education

Bachelor's degree in Business or related field

Tools

SAP

Salesforce

MS Office

PowerBI

Excel

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 or Houston, TX)
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 dynamics
You will join a talented and high performing team, where you will be able to thrive.

Qualifications for the role

• Minimum of 3 years of experience in sales, customer service or general business

• Bachelor's degree in Business or related field

• Advanced 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 analytics

• Fluent in English with advance verbal and written communication skills

More about us

ABB is an Equal Employment Opportunity and Aff

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 Aff

Protected Veterans and Individuals with Disabilities 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