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Customer Support Specialist

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<p>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.</p><p style="text-align:inherit"></p><p style="text-align:left">This Position reports to:</p>Customer Support Manager<p style="text-align:inherit"><br /> </p><div><b>Your role and responsibilities:</b><br /><br />In this role, you will have the opportunity to act as the first point of contact for ABB customers, with the intention to make ABB an easy and trusted choice to do business with. Each day, you will provide internal and external customer support such as technical support, order and payment related assistance, forwarding supplier offers, finding the right speaking partner, etc., and coordinate with relevant resources to have complete case ownership. You will also showcase your expertise by improving customer experience and first contact to cash transition rate and creating more business opportunities for ABB.<br /><br />The work model for the role is hybrid out of the Memphis, TN office (#LI-Hybrid).<br /><br />You will be mainly accountable for:<ul><li>Recommending appropriate solutions for customer requests and coordinating with related teams to ensure end-to-end handling of the request (e.g., production capability and scheduling, resourcing, quotes, price lists, and invoice) is in place.</li><li>Initiating customer feedback loops in regular intervals by following commonly agreed processes, understanding their satisfaction level, and identifying areas of continuous improvement.</li><li>Supporting the regular maintenance of contact lists, routing tables, and information on internal/external pages.</li><li>Assisting the business in outbound activities like marketing campaigns and providing follow-the-sun or face-to-face customer interaction services.</li></ul></div><div><br /><b>Qualifications for the role</b><ul><li>Bachelor's degree preferred, High School Diploma / GED required</li><li>3+ years of experience in customer service, working as a customer service representative (ideally for an industry relevant organization like electrical products, manufacturing, etc.)</li><li>An agile and proactive approach, with a demonstrated ability to take ownership of customer issues</li><li>Knowledge of principles and practices in customer service</li><li>Knowledge of SAP Torque, Sales Force .com (strongly preferred), all Microsoft software such as Outlook, Excel, Word etc.</li><li>A collaborative, solution-focused approach, and strong written and spoken communication skills</li></ul><p></p></div><div><p><b>Why ABB? </b></p><p></p><p><b>What's in it for you </b></p><p>We want you to bring your full self to work—your ideas, your energy, your ambition. You’ll have the tools and freedom to grow your skills, shape your path, and take on challenges that matter. Here, your work creates impact you can see and feel, every day.</p><p></p><p><span>ABB is an Equal Employment Opportunity and Affirmative Action employer for protected Veterans and Individuals with Disabilities at ABB.</span></p><p></p><p><span>All qualified applicants will receive consideration for employment without regard to their</span>- 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.</p><p></p><p><span>For more information regarding your (EEO) rights as an applicant, please visit the following websites: </span><a href="" target="_blank"><span> 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. </span></p><p></p><p><span>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 </span><a href="mailto:US-AskHR@abb.com" target="_blank"><span>US-AskHR@abb.com</span></a><span>. Resumes and applications will not be accepted in this manner. </span></p><p></p><p><b>ABB Benefit Summary for eligible US employees</b></p><p>[excludes ABB E-mobility, Athens union, Puerto Rico]</p><p>Go to myBenefitsABB.com and click on “Candidate/Guest” to learn more</p><p></p><p><b>Health, Life & Disability</b></p><ul><li>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. </li><li>Choice between two dental plan options: Core and Core Plus</li><li>Vision benefit</li><li>Company paid life insurance (2X base pay)</li><li>Company paid AD&D (1X base pay)</li><li>Voluntary life and AD&D – 100% employee paid up to maximums</li><li>Short Term Disability – up to 26 weeks – Company paid</li><li>Long Term Disability – 60% of pay – Company paid. Ability to “buy-up” to 66 2/3% of pay.</li><li>Supplemental benefits – 100% employee paid (Accident insurance, hospital indemnity, critical illness, pet insurance</li><li>Parental Leave – up to 6 weeks</li><li>Employee Assistance Program</li><li>Health Advocate support resources for mental/behavioral health, general health navigation and virtual health, and infertility/adoption</li><li>Employee discount program</li></ul><p></p><p><b>Retirement</b></p><ul><li>401k Savings Plan with Company Contributions </li><li>Employee Stock Acquisition Plan (ESAP)</li></ul><p></p><p>Time off</p><p>ABB provides 11 paid holidays. Vacation is provided based on years of service for hourly and non-exempt positions. </p><p></p><p>Contribute to a collective vision. This is where progress takes flight, teams turn ideas into impact, and we define what’s next. Run What Runs the World.</p><p></p><p>#ABBCareers</p><p>#RunwithABB</p><p>#Runwhatrunstheworld</p></div><p style="text-align:inherit"></p><p style="text-align:left">We value people from different backgrounds. Could this be your story? Apply today or visit to read more about us and learn about the impact of our solutions across the globe.</p>

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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