Order Management Specialist

ABB; Richmond (VA); On-site; USD 69,000 - 110,000; Full time

Benefits offered by this job

Health plan

Dental plan

Vision plan

Life insurance

Disability coverage

401(k)

Employee stock plan

Paid holidays

Job summary

ABB in the United States is seeking an Order Handling Specialist to provide customer and technical support across the sales process. You will manage orders from receipt to delivery, coordinate with Sales, Logistics, and Product Marketing, and ensure accurate ERP data and on-time fulfillment.

You will drive operational excellence, monitor targets like inventory turnover and NPS, and communicate updates to customers while resolving issues and negotiating with internal teams.

Qualifications

• Bachelor’s degree or higher in engineering, business or related field with 2+ years relevant work experience.
• Associate’s degree with 3+ years relevant work experience.
• High School Diploma with 5+ years relevant work experience.

Responsibilities

• Implements customer support strategy to increase operational excellence and customer satisfaction in the sales process.
• Processes orders by coordinating with Sales, Logistics, and internal teams to ensure timely delivery.
• Acts as first point of contact for customer queries and orders and resolves issues.
• Ensures ERP master data accuracy for contracts, payment terms, and customer data.

Skills

Customer experience

Project execution

Supply chain

Data analysis

Budget & performance management

Logistics

Inventory management

Communication

Education

Bachelor’s degree in engineering or business

Associate’s degree in English/BA

High School Diploma/GED

Tools

ERP systems

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:Order Handling Manager__In this role, you will have the opportunity to provide customer support, including technical support, order, and payment-related assistance to achieve target levels of service quality, operational efficiency, and customer satisfaction. Each day, you will implement customer support strategy to increase operational excellence and customer satisfaction in the sales process. You will also showcase your expertise by supporting achievement of established targets by overseeing progress and implementing improvement actions as needed.The work model for the role is: OnsiteCORE RESPONSIBILITIES:Implements customer support strategy to increase operational excellence and customer satisfaction in the sales process.Supports achievement of established targets by overseeing progress and implementing improvement actions as needed.Focuses on achievement of defined targets, including inventory turn on finished goods, on time delivery/customer requested on-time delivery, and Net Promoter Score (NPS).Processes orders by coordinating with Sales, Product Marketing, Logistics, Project Management, and other internal teams to ensure that customers receive accurate and timely delivery of products.Acts as the first port of call for customers’ queries and orders and ensures the resolution of customer issues. Be able to manage customer orders as primary contact for the duration of each order or small project, and be able to resolve specific issues, handle correspondence, provide periodic updates, ensure customer satisfaction, and negotiate / coordinate with staff as appropriate.Ensures accuracy of ERP with regard to commercial master data, payment/trade policy, customer contracts, etc.Shares functional best practices and lessons learned across the organization.Review customer requests and follow up with the internal stakeholders until completion of all necessary actions to obtain customer satisfaction.QUALIFICATIONS:Preferred bachelor’s degree in engineering, Business Administration, or related field with 2+ years relevant work experience in the following: customer experience success, project execution, and supply chain OR Associate’s degree in English, BA, or related field with 3+ years relevant work experience OR High School Diploma/GED with 5+ years of relevant work experience.Budget & Performance ManagementData Analysis & ReportingProject ManagementCustomer SatisfactionInventory Management & ControlLogisticsOrder Handling & FulfillmentResource Management & Capacity PlanningWhat'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 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.While base salary is determined by things such as the successful applicant’s qualifications and experience, this position is expected to pay between $68,600 and $109,760 annually.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 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.Salaried exempt positions are provided vacation 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.