At ABB, we help industries outrun - leaner and cleaner. Here, progress is an expectation - for you, your team, and the world. As a global market leader, we’ll give you what you need to make it happen. It won’t always be easy, growing takes grit. But at ABB, you’ll never run alone. Run what runs the world.
This Position reports to:
Customer Service Leader (Interim)
The work model for the role is: Onsite, Memphis, TN
Your role and responsibilities
In this role as the Customer Support Manager you will be responsible for leading the customer support function for accounts ensuring exceptional customer experience across all touchpoints. This role manages a team of specialists who handle inquiries, orders, VMI and issue resolution for business customers. The Manager partners closely with Sales, Operations, and Finance to streamline processes, enhance service delivery, and drive customer satisfaction, retention, and growth.
You will be mainly accountable for:
Lead, coach, and develop a team of customer support specialists serving commercial sales clients; Oversee daily operations of the commercial customer support team, ensuring service levels and performance targets are consistently achieved.
Act as an escalation point for complex customer issues, providing resolution and reinforcing long-term relationships; Partner with commercial sales leadership to align support activities with sales strategies and growth goals.
Implement and monitor KPIs, including customer satisfaction (CSAT), service-level agreements (SLAs), order accuracy, and response times; Ensure accurate and timely entry of customer orders, billing resolution, and coordination with logistics and supply chain.
Develop and maintain training programs, knowledge bases, and process documentation to support team effectiveness; Identify opportunities to improve systems, workflows, and tools to enhance the customer experience and operational efficiency.
Qualifications for the role
Bachelor degree in Business, Management, Accounting, or related field
Minimum 8 years of experience in customer support or sales operations, with at least 3 years in a supervisory/managerial role.
Proven success in supporting B2B or commercial clients in a contact center, inside sales, or account support environment.
Knowledge of order management, billing, and logistics processes; Proficiency in CRM systems (Salesforce and SAP).
Strong communication skills, with the ability to influence and build relationships across teams and levels; Experience in coaching, performance management, and team development.
Experience managing in a metrics-driven environment with demonstrated ability to meet or exceed KPIs.
Candidates must already have work authorization that would permit them to work for ABB in the US.
More about us
ABB Installation Products Division (formerly Thomas&Betts), helps manage the connection, protection and distribution of electrical power from source to socket. The Division’s products are engineered to provide ease of installation and perform in demanding and harsh conditions, helping to ensure safety and continuous operation for utilities, businesses and people around the world. The Commercial Essentials product segment includes electrical junction boxes, commercial fittings, strut and cable tray metal framing systems for commercial and residential construction. The Premier Industrial product segment includes multiple product lines, such as Ty-Rap® cable ties, T&B Liquidtight Systems® protection products, PVC coated and nylon conduit systems, power connection and grounding systems, and cable protection systems of conduits and fittings for harsh and industrial applications. The Division also manufactures solutions for medium-voltage applications used in the utility market under its marquee brands including Elastimold™ reclosers and switchgear, capacitor switches, current limiting fuses, Homac™ distribution connectors, Hi-Tech Valiant™ full-range current limiting fuse for fire mitigation, faulted current indicators and distribution connectors, cable accessories and apparatus with products for overhead and underground distribution. Manufacturing includes made-to-stock and custom-made solutions.
Why ABB?
What's in it for you
We empower you to take initiative, challenge ideas, and lead with confidence. You’ll grow through meaningful work, continuous learning, and support that’s tailored to your goals. Every idea you share and every action you take contributes to something bigger.
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 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 [email protected]. Resumes and applications will not be accepted in this manner.
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
Salaried exempt positions are provided vacation under a permissive time away policy. #LI-Onsite
We value people from different backgrounds. Could this be your story? Apply today or visit www.abb.com to read more about us and learn about the impact of our solutions across the globe.
Top Skills
What We Do
ABB is a leading global technology company that energizes the transformation of society and industry to achieve a more productive, sustainable future. By connecting software to its electrification, robotics, automation and motion portfolio, ABB pushes the boundaries of technology to drive performance to new levels. With a history of excellence stretching back more than 130 years, ABB’s success is driven by about 110,000 talented employees in over 100 countries. www.abb.com
