Customer Support Manager

Customer Support Manager

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 Manager is the first point of contact for products/systems/service customers and business partners of Electrification Installation Products in Byhalia, MS.

Your responsibilities

• Manage a team of customer service analysts to ensure clear communication of customer requests, distribution network updates as well as enforce all ABB contract and operational policies

• Establish key performance indicators and targets for the team. Provide oversight and support to ensure these targets are achieved

• Ensure DC order processing policies and ABB contract terms are followed consistently

• Baseline and evaluate customer service processes to find areas for continuous improvement in resources, tools, and processes that increases quality and productivity

• Coordinate the resolution of customer issues related to product deliveries, shipping errors, return material authorizations, customer credit, and shipping priorities

• Work with distribution center operations teams to provide internal and external customers updates on order status and operational calendars

• Coordinate with distribution planning team in managing orders to minimize backlog and maintain a consistent flow of customer orders through the distribution model

• Recommend appropriate solution for special customer requests, and coordinate with related teams to ensure the complete handling of the request

• Establish regular reports and statistics of the customer support process. Review and analyze performance against standards and prepare improvement plans

• Ensure that the area of responsibility is properly organized, staffed, skilled and directed. Coach, motivate, and develop direct and indirect subordinates. Drive and ensure know-how sharing and cross-collaboration

Your background

• Bachelor's Degree in business, communications or equivalent professional experience with 10 years of experience leading Customer Service or Customer facing teams

• Master's degree in Business or Communications preferred

• Requires strong managerial skills and ability to interpret internal and external customer concerns and manage them to resolution

• Requires strong communication skills and ability to negotiate and influence customers regarding escalations, delivery terms, changes in customer request dates, and business policy enforcement

• Position requires the ability to travel an occasion when necessary, less than 10% of the time

• 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

• Healthcare plan

• Wellbeing program

More about us

ABB Installation Products Division (formerly Thomas&Betts),is the number one manufacturer of electrification products in North America with a 125-year history of providing innovation and customer- focused solutions for connecting and protecting electrical systems, as well as a unique differentiated medium voltage offering. Our products are used all around you, every day - orbiting the earth, working on Mars, on the fastest trains we ride, in the fastest cars of the world, crossing oceans, in factories producing your food, in the tallest buildings of the world, in the most modern hotels and in the walls of your home. With a portfolio of more than 200,000 products marketed under more than 38 premium brand names, our Division offerings are found wherever electricity is used. 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: https://www.eeoc.gov/sites/default/files/2022-10/EEOC_KnowYourRights_screen_reader_10_20.pdf https://www.dol.gov/sites/dolgov/files/OFCCP/pdf/pay-transp_%20English_formattedESQA508c.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-AskHR@abb.com. Resumes and applications will not be accepted in this manner. myBenefitsABB.com