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This Position reports to:
Sales Support Manager - Customer Support
The work model for the role is: Onsite, Florence, SC
Your role and responsibilities
The Order Handling Manager will lead a team of administrators and specialists to handle and coordinate customer support processes from order entry and customer inquiry to product delivery and after-sales service with a primary focus on standard orders within the Modernization and Parts (MAP) business of Electrification Service (ELSE).
In this role you will create, implement, and review customer service strategy and ensure quality, volume, and on-time delivery based on business standards and customer requests. Our mission is to perform consistently and deliver value-added services to our customers with the highest level of quality, exceeding customer expectations.
You will be mainly accountable for:
Creating, implementing, and reviewing customer service strategy and ensures quality, volume, and on-time delivery based on business standards and customer requests; Making optimization plans to increase operational excellence and customer satisfaction in the execution process in collaboration with business counterparts.
Leading a team ensuring achievement of established targets, including PO to order entry cycle time, requested on-time delivery, and Net Promoter Score, by overseeing progress and defining improvement actions as needed; Overseeing the management and execution of orders to ensure that customers receive accurate and timely delivery of products and act as the first port of call to customers’ queries and orders.
Building long-term and sustainable customer relationships, prioritizing tasks based on the defined criteria to ensure consistent customer satisfaction; Ensuring the resolution of customer issues, including order, technical, and payment-related issues, by coordinating with Sales, Marketing, Product Marketing, Logistics, and other internal and/or external teams.
Coordinating customer issue resolution in after-sales service and develops, implements, and maintains customer support processes; Participating in customer support-related development projects, including tools, competencies, and resources
Qualifications for the role
Bachelor degree PLUS minimum 5 years customer service experience, OR Associate degree PLUS minimum 7 years related experience OR HS diploma/GED PLUS minimum 9 years related experience.
Proficient in Microsoft Office including Excel, Word, PowerPoint, and Outlook.
Strong communication skills (oral and written).
Previous experience with ABB systems, SPINE, SAP, SOM, a plus.
Operates in a fast-paced environment where critical decisions must be made quickly, and teamwork is essential.
This role does not include relocation.
Candidates must already have a work authorization that would permit them to work for ABB in the US.
More about us
ABB's Service Division partners with our customers to improve the availability, reliability, predictability and sustainability of electrical products and installations. The Division’s extensive service portfolio offers product care, modernization, and advisory services to improve performance, extend equipment lifetime and deliver new levels of operational and sustainable efficiency. We help customers keep resources in use for as long as possible, extracting the maximum value from them, and then recovering and regenerating products and materials at the end of their useful life.
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
