Customer Support Specialist

About The Company

ABB is a global leader in industrial technology, committed to helping industries become leaner and more environmentally sustainable. Our mission is to drive progress by providing innovative solutions that enable industries to operate more efficiently and responsibly. With a strong presence across various sectors including automation, measurement, and analytics, ABB is at the forefront of digital transformation in industrial environments. Our diverse portfolio encompasses smart instrumentation, analyzers, digital solutions for device management, and predictive maintenance tools, serving key industries such as oil and gas, chemical, water and wastewater, power, hydrogen, batteries, and marine. At ABB, we foster a culture of continuous learning, collaboration, and innovation, empowering our employees to make a meaningful impact on the world around them.

About The Role

We are seeking a dedicated and proactive Customer Support Specialist to join our team in Houston, TX, within the Automation, Measurement & Analytics Division. This role offers a dynamic work environment with a flexible work model, combining in-office and remote work to promote work-life balance. As a Customer Support Specialist, you will serve as the primary point of contact for customers, providing technical assistance, processing orders, managing payments, and ensuring the delivery of exceptional service quality. Your role is pivotal in coordinating service activities at customer sites, ensuring compliance with ABB’s and clients' guidelines, and exceeding customer expectations through responsive support and effective communication. This position provides an excellent opportunity to contribute to a leading division in industrial measurement and analytics, supporting the digital transformation of industries worldwide.

Qualifications

• A high school diploma or GED is required; an Associate's or Bachelor's degree in Business, Project Management, or a related field is preferred.
• Minimum of 1+ years of experience in order handling, fulfillment, or customer service, with familiarity in SAP strongly preferred.
• Strong problem-solving skills and a customer-centric approach are essential.
• Knowledge of budget management, project management, inventory control, logistics, and resource planning is advantageous.
• Basic financial acumen is a plus but not mandatory.
• Candidates must possess valid work authorization to work permanently for ABB in the United States without sponsorship now or in the future.

Responsibilities

• Implement and support customer support strategies aimed at enhancing operational excellence and increasing customer satisfaction throughout the sales process.
• Monitor and support the achievement of key performance indicators such as inventory turnover, on-time delivery, and Net Promoter Score (NPS), taking corrective actions when necessary.
• Coordinate with internal teams including Sales, Product Marketing, and Logistics to process customer orders accurately and ensure timely delivery of products.
• Act as the primary contact for customer inquiries, resolving issues related to orders, payments, and product support efficiently and professionally.
• Maintain and ensure the accuracy of ERP data related to customer accounts, contracts, and payment policies.
• Assist the sales team in pre-sales and post-sales activities by providing timely support, resolving customer concerns, and facilitating effective communication using commercial tools.
• Ensure compliance with company policies and customer guidelines during service execution at customer sites.

Benefits

At ABB, we believe in empowering our employees to grow and succeed. We offer a comprehensive benefits package that includes competitive salary, health insurance, retirement plans, paid time off, and opportunities for professional development. Our work environment encourages initiative, innovation, and leadership, providing you with the support needed to challenge ideas and lead confidently. We also promote a culture of diversity and inclusion, ensuring every team member feels valued and respected. Your contributions will have a tangible impact on industrial digital transformation and sustainability efforts worldwide, making your work meaningful and rewarding.

Equal Opportunity

ABB is an Equal Employment Opportunity and Affirmative Action employer committed to creating a diverse and inclusive workplace. We do not discriminate based on sex, gender identity, gender expression, sexual orientation, marital status, citizenship, age, race, ethnicity, hair texture, protective hairstyles, color, religious creed, national origin, pregnancy, physical or mental disability, genetic information, protected veteran status, or any other characteristic protected by federal or state law. We encourage applicants from all backgrounds to apply and value the unique perspectives each individual brings to our organization. For more information about your rights as an applicant, please visit our designated EEO resources or contact our HR team for reasonable accommodation requests.

Key skills/competency

• Customer Service
• Order Handling
• SAP
• Problem Solving
• Technical Assistance
• Logistics Coordination
• ERP Data Management
• Communication
• Client Relations
• Process Improvement