Customer Sales Support Manager
ABB
Customer Sales Support Manager
At ABB, we are dedicated to addressing global challenges. Our core values: care, courage, curiosity, and collaboration - combined with a focus on diversity, inclusion, and equal opportunities - are key drivers in our aim to empower everyone to create sustainable solutions. Write the next chapter of your ABB story.
This position reports to
Director of Customer Experience
Your role and responsibilities
In this role, you will have the opportunity to lead a team of specialists who provide technical and order related assistance/support to the internal and external customers of ABB. Each day, you will oversee the process, definition, implementation, and execution of customer support. You will also showcase your expertise by achieving targeted levels of service quality, operational efficiency, and customer satisfaction. The work model for the role is: Hybrid #LI-Hybrid You will be mainly accountable for: • Creates, implements, and reviews support strategy for the designated area based on the overall service business strategy. Overseeing estimations, bids, and proposals and ensures they align with ABB standards and targets. Ensures customer focus, understanding of sense of urgency and care in their area of responsibility in turn, ensuring customer retention by delivering superior customer support experience. • Manages team(s) of technical support engineers and/or customer support staff, driving continuous improvement culture and implementation of improvements to achieve service excellence in their area of responsibility. Drives performance of support activities by following up on Key Performance Indicators (KPI) (including, but not limited to, response times and customer satisfaction) and by implementing corrective actions based on them. • Drives responsiveness of the business units toward customer inquiries and harmonization and efficiency improvement by identifying and establishing best practices while developing and implementing methodology to systematically address Net Promoter Score (NPS) feedback for service across the group and leads the efforts to improve it. Drives continuous improvements by establishing and following-up on Key Performance Indicators (KPI) and setting the cost and KPI targets for the contact centers. • Acts as the process owner for contact management. Creates, implements, monitors, and reviews ABB's customer support strategy. Defines key targets for the customer support and ensures they are achieved. Develops, implements, and maintains customer support processes. • Participates in customer support related development projects related to tools, competence, and resource. Ensures the resolution of customer issues including order, technical, and payment related assistance, by coordinating with Sales, Operations, Supply Chain Management, and other internal and/or external teams. • Oversee the price quotes made to customers, ensures timely issue of invoices for revenue generation, identifies and closely follows-up on customer issues related to credit. Recommends appropriate solution for special customer requests and coordinates with the related teams to ensure the systematic/complete handling of the request. Prepares and presents regular reports and statistics on customer support process to the management. Reviews and analyzes performance against standards and prepares improvement plans.
Qualifications for the role
More about us
ABB Drive Products serves the industries and infrastructure segments with world-class drives and programmable logic controllers (PLC). With its products, global scale and local presence, the Division helps customers to improve energy efficiency, productivity and safety. We value people from different backgrounds. Apply today for your next career step within ABB and visit www.abb.com to learn about the impact of our solutions across the globe. #MyABBStory 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
At ABB, we are dedicated to addressing global challenges. Our core values: care, courage, curiosity, and collaboration - combined with a focus on diversity, inclusion, and equal opportunities - are key drivers in our aim to empower everyone to create sustainable solutions. Write the next chapter of your ABB story.
This position reports to
Director of Customer Experience
Your role and responsibilities
In this role, you will have the opportunity to lead a team of specialists who provide technical and order related assistance/support to the internal and external customers of ABB. Each day, you will oversee the process, definition, implementation, and execution of customer support. You will also showcase your expertise by achieving targeted levels of service quality, operational efficiency, and customer satisfaction. The work model for the role is: Hybrid #LI-Hybrid You will be mainly accountable for: • Creates, implements, and reviews support strategy for the designated area based on the overall service business strategy. Overseeing estimations, bids, and proposals and ensures they align with ABB standards and targets. Ensures customer focus, understanding of sense of urgency and care in their area of responsibility in turn, ensuring customer retention by delivering superior customer support experience. • Manages team(s) of technical support engineers and/or customer support staff, driving continuous improvement culture and implementation of improvements to achieve service excellence in their area of responsibility. Drives performance of support activities by following up on Key Performance Indicators (KPI) (including, but not limited to, response times and customer satisfaction) and by implementing corrective actions based on them. • Drives responsiveness of the business units toward customer inquiries and harmonization and efficiency improvement by identifying and establishing best practices while developing and implementing methodology to systematically address Net Promoter Score (NPS) feedback for service across the group and leads the efforts to improve it. Drives continuous improvements by establishing and following-up on Key Performance Indicators (KPI) and setting the cost and KPI targets for the contact centers. • Acts as the process owner for contact management. Creates, implements, monitors, and reviews ABB's customer support strategy. Defines key targets for the customer support and ensures they are achieved. Develops, implements, and maintains customer support processes. • Participates in customer support related development projects related to tools, competence, and resource. Ensures the resolution of customer issues including order, technical, and payment related assistance, by coordinating with Sales, Operations, Supply Chain Management, and other internal and/or external teams. • Oversee the price quotes made to customers, ensures timely issue of invoices for revenue generation, identifies and closely follows-up on customer issues related to credit. Recommends appropriate solution for special customer requests and coordinates with the related teams to ensure the systematic/complete handling of the request. Prepares and presents regular reports and statistics on customer support process to the management. Reviews and analyzes performance against standards and prepares improvement plans.
Qualifications for the role
- Bachelor's Degree with minimum 8 years experience OR Associate's Degree with minimum 10 years experience leading customer service teams required.
- Experience with successful Customer service improvement with implementation of KPIs to ensure continued success.
- Preferred Experience Includes: Portfolio Management, Business Strategy, Market Intelligence, Go-to-market Strategy, Customer Experience Success, Regulation & Legal Compliance, Pricing Excellence, Budget & Performance Targets, Account Management, Business Development & Adoption, Sales Enablement, General Sales Practices, Solution/Application Sales Engineering, Channel Sales, Contract & Risk Management VFD / PLC / HMI - products.
- Up to 20% travel
- Candidates must already have a work authorization that would permit them to work for ABB in the US.
More about us
ABB Drive Products serves the industries and infrastructure segments with world-class drives and programmable logic controllers (PLC). With its products, global scale and local presence, the Division helps customers to improve energy efficiency, productivity and safety. We value people from different backgrounds. Apply today for your next career step within ABB and visit www.abb.com to learn about the impact of our solutions across the globe. #MyABBStory 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
JOB SUMMARY
Customer Sales Support ManagerABB
New Berlin
8 days ago
N/A
Full-time