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Customer Support Specialist 1

ABB Group

This is a Contract position in New York, NY posted October 12, 2021.

Customer Support Specialist 1 Take your next career step at ABB with a global team that is energizing the transformation of society and industry to achieve a more productive, sustainable future.

At ABB, we have the clear goal of driving diversity and inclusion across all dimensions: gender, LGBTQ, abilities, ethnicity and generations.

Together, we are embarking on a journey where each and every one of us, individually and collectively, welcomes and celebrates individual differences.

The Customer Support Specialist is the first point of contact for all aspects of customer satisfaction and care as well as supporting our dedicated Customer Service Associates, business partners of the Electrification Smart Power in US.

Reporting to the Customer Service & Customer Care Manager, you will ensure customer satisfaction through effective management of the production order cycle and post-delivery customer support.

Your responsibilities Single point of contact for customers “the voice of the customer” for all post-order transactions.

Develop a knowledge of the customer; identify and predict customer needs.

Process the orders daily and provide order acknowledgments, support requests for information, etc.

Coordinate communication to and from the customers, including product information, engineering, production, quality, test, shipping, service, warranty, etc Review customer order; verify customer information and notes.

Accurately log all customer interactions in the data management system.

Promptly identify and escalate customer issues for resolution.

Answer incoming support requests via phone, email, or web portal.

Analyze problems and inquiries related to Service Level agreements The complexity of Tasks: Under limited supervision, exercise discretion and judgment to perform duties that may involve moderately complex problems Requires understanding of techniques, practices, and procedures related to specific assignments and general knowledge of related functions Requires strong communication skills to influence and negotiate with customers Requires technical knowledge of Company and competitors’ product lines.

Requires ability to resolve complex problems and to recognize and communicate the importance of changes in the marketplace Own the order management cycle from receipt of order through commissioning and post-delivery customer support, ensuring specifications and commercial contractual requirements are met fully Establish, build, and maintain long-term internal and external customer relationships to increase customer satisfaction Review and work with the customers to ensure that the INCOME terms are correct and that the information in the PO (Purchase Order) matches the quote Receive and audit all costs associated with a particular order and process all accounts payables Experience with a record retention system (SOM) Assist with resolution of CIT (Cash in Time) disputes Be familiar with HTS numbers Utilize ABB’s tools and processes, including order entry (Spine / SAP), invoicing system (SAP), and SOM Responsible for order tracking and assurance of on-time customer delivery Act as a liaison between functional groups to manage daily challenges assuring customer needs is met Experience working across all levels of an organization and with varying departments Utilize SAP and the Order Management Dashboard to track orders and invoicing to update customers of any delays or issues Your background Bachelor’s degree preferred with minimum of three years of experience with international customer service or High School diploma and 3 to 5 years of experience or a special combination of education and experience and/or demonstrated accomplishments.

Demonstrated skills in working effectively with people with diverse backgrounds; both inside the plant environment and with external contacts.

Experience with SAP and Spine systems.

Strong knowledge of Microsoft programs, Excel, Word, Power Point, Microsoft outlook.

Interfaces with and influences management both within and outside the company.

Operates in a fast-paced environment where critical decisions must be made quickly, and teamwork is essential.

Strong communication skills are necessary to work effectively with the management group, hourly employees, vendors and with end customers.

SAP certification.

Be familiar with HTS numbers.

Ability to work independently with a sense of urgency.

Strong knowledge of ABB systems, SPINE, Basware, SOM, would be a plus.

Candidates must already have a work authorization that would permit them to work for ABB in the US.

Benefits Retirement plan Life insurance Disability insurance Medical insurance Wellbeing program More about us ABB Smart Buildings digitally transforms commercial, industrial and residential buildings for the highest comfort, efficiency, safety and security
– enhancing quality of life in buildings of the future through safe, smart and sustainable electrification solutions, services and products.

We look forward to receiving your application.

If you want to discover more about ABB, take another look at our website www.abb.com.

Equal Employment Opportunity and Affirmative Action at ABB ABB is an Equal Employment Opportunity (EEO) and Affirmative Action Employer encouraging diversity in the workplace.

All qualified applicants will receive consideration for employment without regard to their race, creed, color, ancestry, religion, sex, national origin, citizen status, age, sexual orientation, gender identity, disability, marital status, family medical leave status, or protected veterans status.

For more information regarding your (EEO) rights as an applicant, please visit the following websites: http://www1.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf http://www1.eeoc.gov/employers/poster.cfm.

http://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf As an Equal Employment Opportunity and Affirmative Action Employer, applicants may request to review the Affirmative Action 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 qualified individuals with a disability 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 US-AskHRabb.com.

Resumes and applications will not be accepted in this manner.