Customer Support Specialist

USTBC ABB Installation Products Inc.; Memphis (TN); Hybrid; USD 52,000 - 76,000; Full time

Job summary

ABB in Memphis is seeking a customer operations professional to be the first point of contact for customers, handling technical support, order and payment assistance, and coordinating with internal resources to own cases.

This hybrid role based at the Memphis, TN office emphasizes improving customer experience and the first contact-to-cash transition, with collaboration across SAP Torque, Salesforce, and MS Office tools.

Qualifications

• Requires a High School Diploma or GED.
• BBA in Customer Operations preferred.
• 3+ years in customer service in electrical industry preferred.
• Agile, proactive ownership of customer issues.
• Knowledge of SAP Torque and Salesforce.com preferred.
• Proficient in Microsoft Outlook, Excel, Word.

Responsibilities

• Serve as first point of contact for ABB customers and coordinate with related teams to ensure end-to-end handling of requests.
• Improve customer experience and first contact-to-cash transition rate.
• Maintain contact lists, routing tables, and information on internal/external pages.
• Support outbound activities like marketing campaigns and follow-the-sun or face-to-face customer interactions.

Skills

Customer Service

Communication

Ownership/Accountability

Education

High School Diploma/GED

BBA in Customer Operations preferred

Tools

SAP Torque

Salesforce.com

Outlook

Excel

Word

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 Support Manager

In this role, you will have the opportunity to act as the first point of contact for ABB customers, with the intention to make ABB an easy and trusted choice to do business with. Each day, you will provide internal and external customer support such as technical support, order and payment related assistance, forwarding supplier offers, finding the right speaking partner, etc., and coordinate with relevant resources to have complete case ownership. You will also showcase your expertise by improving customer experience and first contact to cash transition rate and creating more business opportunities for ABB.

The work model for the role is: hybrid out of the Memphis, TN office (#LI-Hybrid).

You will be mainly accountable for:

• Recommending appropriate solutions for customer requests and coordinating with related teams to ensure end-to-end handling of the request (e.g., production capability and scheduling, resourcing, quotes, price lists, and invoice) is in place.
• Initiating customer feedback loops in regular intervals by following commonly agreed processes, understanding their satisfaction level, and identifying areas of continuous improvement.
• Supporting the regular maintenance of contact lists, routing tables, and information on internal/external pages.
• Assisting the business in outbound activities like marketing campaigns and providing follow-the-sun or face-to-face customer interaction services.

Qualifications for the role:

A High School Diploma/GED is required, BBA preferred in Customer Operations

3 plus years of experience in customer service, working as a customer service representative with respect to the electrical industry market preferred

An agile and proactive approach, with a demonstrated ability to take ownership of customer issues

Knowledge of principles and practices in customer service

Knowledge of SAP Torque, Sales Force.com strongly preferred, all Microsoft software such as Outlook, Excel, Word etc. required

A collaborative, solution-focused approach, and strong written and spoken communication skills

Candidates must already possess authorization to work for ABB in the US.

What's in it for you:

We empower you to take the lead, share bold ideas, and shape real outcomes. You'll grow through hands‑on experience, mentorship, and learning that fits your goals. Here, your work doesn't just matter, it moves things forward

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 1-888-694-7762 or by sending an email to [e-mail] . Resumes and applications will not

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 to 26 weeks - Company paid
• Long Term Disability - 60% of pay - Company paid. Ability to "buy-up" to 66 2/3% of pay.
• Supplemental benefits - 100% employee paid