Operations Account Manager

ABB Inc.; Lancaster (TX); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Health insurance

401k Savings Plan

Paid holidays

Employee discounts

Job summary

ABB Inc. in the United States seeks a Senior Customer Operations Leader to oversee and optimize order fulfillment, leading a team of administrators and specialists.

You will partner with sales, operations, factories, and logistics to meet commitments and drive customer satisfaction across the full sales lifecycle. The role is onsite in Mebane, NC or Lancaster, TX, or Mount Juliet, TN with up to 20% travel domestically and internationally.

Qualifications

• Bachelor's degree; engineering focus preferred.
• 8+ years in manufacturing, project management, planning or operations.
• Proficiency with Excel and PowerPoint; SAP/AMSAP; Power BI, Salesforce, EDI, EWM, Empower, Resilience, COBOL and SFC applications preferred.

Responsibilities

• Lead a team of administrators and specialists to manage customer support processes across local sales units.
• Coordinate from customer inquiry to product delivery and after-sales service.
• Drive continuous improvement and KPI-based performance across the customer lifecycle.
• Oversee post-sales support, claims management, and expedites, cancellations, and quality concerns.
• Engage with cross-functional teams to optimize delivery performance and respond to escalations.

Skills

Team leadership

Operations management

Project management

Stakeholder communication

Education

Bachelor's degree in Engineering

Tools

SAP/AM SAP

Power BI

PowerPoint

Excel

Salesforce

EDI

EWM

Empower

Resilience

COBOL

Shop Floor Control (SFC)

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:

White Glove Customer Support Leader

In this role, you will have the opportunity to lead a team of administrators and specialists to handle and coordinate customer support processes in local Sales units, from customer inquiry to product delivery and after-sales service, to understand the complete sales process and to meet and exceed customer expectations. Each day, you will create, implement, and review customer service strategy and ensure quality, volume, and on-time delivery based on business standards and customer requests. You will also showcase your expertise by making optimization plans to increase operational excellence and customer satisfaction in the sales process in collaboration with business counterparts.

The work model for the role is:

Onsite in Mebane, NC or Lancaster, TX, or Mount Juliet, TN with up to 20% travel required domestically and internationally. #LI-Onsite

Your role and responsibilities:

• Manage strategic customer accounts and order fulfillment operations, proactively controlling backlog, optimizing delivery performance, and ensuring alignment with ABB quality standards and customer commitments
• Lead cross-functional communication and issue resolution efforts, partnering with sales, operations, factories, logistics, and customers to drive customer satisfaction, resolve escalations, and support long-term account success
• Drive continuous improvement initiatives by coordinating internal and external stakeholders to streamline processes, implement best practices, and enhance operational efficiency across the customer lifecycle
• Oversee post-sales support,claims management, and order execution, providing effective solutions for complex customer requests while ensuring timely handling of expedites, cancellations, account issues, and quality concerns
• Monitor account performance through KPI management, forecasting, and executive engagement, facilitating business reviews, collaborating with customers and manufacturing sites, and delivering actionable insights to mitigate risks and support business growth.

Our Team Dynamics

Our teams support each other, collaborate, and never stop learning. Everyone brings something unique, and together we push ideas forward to solve real problems. Being part of our team means your work matters - because the progress we make here createsrealimpact out there.

Qualificationsfor the role:

• Bachelor's Degree required; Engineering focus preferred
• 8+ years of Experience in Manufacturing, Project Management, Planning and/or operations
• Proficiency in Microsoft Excel and PowerPoint, SAP/AMSAP systems, and working knowledge of business and operational tools including Power BI, Salesforce, EDI, EWM, Empower, Resilience, COBOL, and Shop Floor Control (SFC) applications is preferred
• Proficiency in English; Spanish is a plus
• Ability and willingness to travel up to 20% of the time (2 times per month) both domestically and internationally. A valid passport will be required.
• Candidates must already have permanent workauthorization that wouldpermithem to work for ABB in the US.

What'sin it for you

We empower you to take initiative, challenge ideas, and lead with confidence. You'llgrow through meaningful work, continuous learning, and support thats tailored to your goals. Every idea you share and every action you take contributes to something bigger

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 informationregardingyour (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 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 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 to26 weeks- Company paid
• Long Term Disability - 60% ofpay- Company paid.Ability to "buy-up" to 66 2/3% of pay.
• Supplemental benefits - 100% employee paid (Accident insurance, hospital indemnity, critical illness, pet insurance
• Paid Parental Leave
• Employee Assistance Program
• Health Advocate support resources for mental/behavioral health, general health navigation and virtual health, and infertility/adoption
• Employee discount program

Retirement

• 401k Savings Plan with Company Contributions
• Employee Stock Acquisition Plan (ESAP)

Time off

ABB provides 11 paid holidays.Salaried exempt positions areprovidedvacation under a permissive time away policy.

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.