Order Management Lead

BlackBerry Inc.; Pinetops (NC); On-site; USD 90,000 - 120,000; Full time

Job summary

ABB is seeking a Planning & Fulfillment Manager based in Pinetops, NC, to manage internal and external customer service activities, including technical support, order and payment-related assistance, and claims management.

You will coordinate with various functions to ensure complete case ownership, analyze statistics, and implement actions to boost process efficiency. This onsite role requires leadership experience and SAP proficiency.

Qualifications

• Bachelor’s degree in business, engineering, or related field, with 5+ years of relevant experience.
• SAP experience is required and 1–2 years of leadership or supervisory experience.
• Proven experience in a customer service–focused role.

Responsibilities

• Manage internal and external customer service activities, including technical support, order, and payment-related assistance.
• Coordinate with relevant functions to ensure complete case ownership and improve process efficiency.
• Lead post-sales and customer claims management and address issues in factories.
• Provide solutions for customer requests and coordinate with related teams for order changes, expediting, and credit management.
• Ensure documentation related to orders is collected and archived, and decisions recorded in systems.

Skills

Leadership experience

Customer service

Forecasting

Education

Bachelor’s degree in business/engineering or related field

Tools

SAP

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__Your role and responsibilitiesIn this role, you will have the opportunity to manage internal and external customer service activities, including technical support, order, and payment-related assistance, claims management. Each day, you will coordinate with relevant functions to ensure complete case ownership and increase customer satisfaction. You will also showcase your expertise by analyzing statistics, including forecasting, pacing, etc., using available tools and collecting relevant information, and takes appropriate actions to improve process efficiency.The work model for the role is: #LI-OnsiteThis role is contributing to the Electrification Distribution Solutions group in Pinetops, North Carolina. Main stakeholders are internal and external customers.You will be mainly accountable for:Managing the resolution of customer issues, including order, technical, and payment-related issues.Leading post-sales and customer claims management and ensuring the issues in factories are addressed.Providing appropriate solutions for customer requests and overseeing the coordination with related teams to ensure complete handling of requests, including order changes, order completion, expediting requests, credit management, tracking and communication aspects, account blocks and suspensions, etc.Ensuring the documentation related to orders is collected and archived, and assumptions and decisions made during the process are recorded in the systems, within your area of responsibility.Qualifications for the roleBachelor’s degree in business, engineering, or related field and 5+ years of relevant experience.SAP experience required.1–2 years of leadership or supervisory experience.Proven experience in a customer service–focused role.Candidates must already have a work authorization that would permit them to work for ABB in the US.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.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.