Customer Support Specialist

BlackBerry Inc.; Arecibo (PR); On-site; USD 85,000 - 120,000; Full time

Job summary

ABB is hiring for a senior specialist role responsible for providing technical, order, and payment-related support to internal and external customers. You will coordinate with Sales, Operations, and Supply Chain to secure end-to-end case ownership and enhance customer satisfaction.

The role requires strong communication, project management, and SAP/MS Office proficiency. Ideal candidates have a 6+ year background in Incoterms, customer experience, and supply chain, with a proactive,

Qualifications

• Bachelor's degree in engineering, business administration, or related field with 6+ years experience; OR an associate's degree with 8+ years experience.
• Incoterms knowledge and experience with customer experience success, project execution, and supply chain.
• Advanced ability to interact and communicate information to varying levels within the organization.
• Proficient in Microsoft Office and SAP; MS Project or Excel for project management.
• Ability to write test plans and reports detailing test results.
• Strong organizational skills and ownership mindset; works with urgency to complete tasks.

Responsibilities

• Independently resolves the most complex customer support issues.
• Coordinate with Sales, Operations, Supply Chain, Feeder Factories, and other teams to ensure end-to-end handling of requests.
• Recommends appropriate solution for customer requests and ensures production capability, scheduling, resourcing, quotes, and invoicing are in place.
• Keeps customers informed on issue status and clarifies their doubts.
• Prepares and analyzes regular statistics (e.g., forecast) using available tools.
• Tracks sales performance against the target and shares insights with management.
• Monitors fulfillment strategy to ensure 100% ROTD; identifies issues and communicates them to customers.

Skills

Communication

Project management

Organizational skills

Education

Bachelor's degree in engineering or business administration

Associate's degree in Eng/BA or related field

Tools

Microsoft Office

SAP

MS Project

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:Planning & Fulfillment Manager__At ABB, we help industries outrun - leaner and cleaner. Here, progress is an expectation - for you, your team, and the world. As a global market leader, we’ll give you what you need to make it happen. It won’t always be easy, growing takes grit. But at ABB, you’ll never run alone. Run what runs the world.General InformationI this role you are responsible to provide technical, order, and payment-related assistance/support to the internal and external customers. Also, you will coordinate with relevant stakeholders to obtain complete case ownership and to improve customer satisfaction.Your ResponsibilityIndependently solves the most complex customer support issues.Ensures the resolution of customer issues by coordinating with Sales, Operations, Supply Chain Management, Feeder Factories, and other internal and/or external teams.Recommends appropriate solution for customer requests, and coordinates with the related teams to ensure end-to-end handling of the request (e.g., production capability and scheduling, resourcing, quotes, price lists, invoice, etc.) is in place.Keeps the customers proactively informed on the issue status based on the inputs received and clarifies their doubts.Ensures a positive customer experience throughout the entire process.Prepares and analyzes regular statistics (e.g., forecast) using available tools and collecting additional relevant information.Tracks regular sales performance against the target and shares insights with the management.Monitor and develop the strategy to ensure 100 % ROTDProactively identify fulfillment issues and communicate them to customers. Work with PMM or Engineering to provide alternate materials if possible.Your backgroundPreferred bachelor’s degree in engineering, Business Administration, or related field with 6+ years relevant work experience in the following: Incoterms knowledge, customer experience success, project execution, and supply chain. Will considered associate’s degree in Eng, BA, or related field with 8+ years relevant work experienceAdvanced level ability to interact and communicate (written and verbal) information to varying levels within the organization.Previous Supply Chain ExperienceAdvanced ability to use Microsoft Office products.Advanced ability to use SAP.Moderate ability to Project Manage using MS Project or Excel.Advanced ability to write test plans and reports detailing test results.Advanced ability to stay organized and meet deadlines on administrative duties.Collaborates well with others.Works with a sense of urgency and ownership; until the job is complete!Why ABB?What's in it for youWe want you to bring your full self to work—your ideas, your energy, your ambition. You’ll have the tools and freedom to grow your skills, shape your path, and take on challenges that matter. Here, your work creates impact you can see and feel, every day.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 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.EVP Hashtags#ABBCareers#RunwithABB#RunwhatrunstheworldBuilding 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.