Order Management Specialist

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

Benefits offered by this job

Health benefits

401k Savings Plan

Employee discount program

Job summary

ABB is hiring to provide customer and technical support, driving efficient order processing, payment assistance, and service excellence. The role partners with Sales, Logistics, and Product teams to deliver accurate, timely orders and improve customer satisfaction. Onsite work model with growth opportunities and a focus on process improvement.

The position emphasizes ERP accuracy, contract review, and collaboration across internal groups to meet targets and enhance the customer experience.

Qualifications

• Bachelor’s degree with 2+ years in customer experience success, project execution, or supply chain.
• Associate’s degree with 3+ years in relevant work experience.
• High School Diploma with 5+ years of relevant work experience.

Responsibilities

• Implements customer support strategy to increase operational excellence and customer satisfaction in the sales process.
• Supports achievement of targets by overseeing progress and implementing improvement actions as needed.
• Focuses on inventory turn, on-time delivery, and NPS targets.
• Processes orders by coordinating with Sales, Marketing, Logistics, and other teams for timely delivery.
• Acts as first port of call for customer queries and orders, managing orders for the duration of each order.
• Ensures ERP master data and payment/trade policies are accurate.

Skills

Budget & Performance Mgmt

Data Analysis & Reporting

Project Management

Customer Satisfaction

Inventory Management & Control

Logistics

Order Handling & Fulfillment

Resource Management & Capacity

Education

Bachelor's degree in engineering, Business Administration, or related field

Associate's degree in English, BA, or related field

High School Diploma/GED

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: Onsite

CORE 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 Management
• Data Analysis & Reporting
• Project Management
• Customer Satisfaction
• Inventory Management & Control
• Logistics
• Order Handling & Fulfillment
• Resource Management & Capacity Planning

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 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.pdf

As 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 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 (Accident insurance, hospital indemnity, critical illness, pet insurance
• Parental Leave - up to 6 weeks
• 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 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?