Customer Support Specialist

BlackBerry Inc.; Memphis (TN); Hybrid; USD 42,000 - 56,000; Full time

Benefits offered by this job

Health benefits

Retirement plan

Employee discount

Job summary

ABB in Memphis is seeking a Customer Operations professional to be the first point of contact for customers, handling technical support, orders and payments while coordinating with internal teams for end-to-end service. The role emphasizes improving customer experience and driving opportunities.

You will work in a hybrid Memphis office, collaborating with cross-functional teams and contributing to continuous improvement through regular feedback loops and process optimization.

Qualifications

• High School Diploma or GED required; BBA preferred in Customer Operations.
• 3+ years in customer service, ideally in electrical industry.
• Agile and proactive with ownership of customer issues.
• Knowledge of SAP Torque, Salesforce.com, and Microsoft Office.

Responsibilities

• Serve as the first point of contact for ABB customers and coordinate with internal teams to ensure end-to-end handling of requests.
• Provide technical, order and payment-related assistance, and forward supplier offers.
• Initiate customer feedback loops and identify areas for continuous improvement.
• Support outbound activities like marketing campaigns and face-to-face customer interactions.

Skills

Customer service

Agile mindset

Communication skills

Microsoft Office

Education

High School Diploma/GED

BBA in Customer Operations (preferred)

Tools

SAP Torque

Salesforce.com

Outlook

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 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 Operations3 plus years of experience in customer service, working as a customer service representative with respect to the electrical industry market preferredAn agile and proactive approach, with a demonstrated ability to take ownership of customer issuesKnowledge of principles and practices in customer serviceKnowledge of SAP Torque, Sales Force.com strongly preferred, all Microsoft software such as Outlook, Excel, Word etc. requiredA collaborative, solution-focused approach, and strong written and spoken communication skillsCandidates 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 forwardABB 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 notABB 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 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.