Customer Contact Center Specialist (Ciudad Apodaca)

Overview

At ABB, we help industries outrun - leaner and cleaner. Here, progress is an expectation - for you, your team, and the world. As an integral 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: Support Services Manager. 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. The work model for the role is: #LI-Hybrid. This role is contributing to the Electrification Smart Power Division.

Responsibilities

• Ensuring a positive customer experience throughout the entire process by giving customers regular updates and clarification
• Systematic and detail oriented mindset when completing the cases successfully
• Ensuring the resolution of customer issues (e.g. product, technical, order, payment related) by providing resolution immediatelly or coordinating with Sales, Operations, Supply Chain Management, and other internal and/or external teams by following specified processes and using agreed tools and systems. Coordinating involves resolution with After-Sales Service and/or Spare Parts teams, also Media Relations, Talent Acquisition or Procurement teams.
• Recommending appropriate solution for customer requests, and coordinates with related teams to ensure the complete handling of the request (e.g. production capability and scheduling, resourcing, quotes, price lists, invoice) is in place.
• Proactively informing customers about issue status based on inputs, and clarifying any questions to improve service quality.

Qualifications

• Bachelors degree required.
• 1 - 2 years relevant work experience.
• Required to be fluent in English; other languages are a plus (French or German).
• Knowledge of CRM software (Salesforce is a preference).
• Proactive, with demonstrated ability to take ownership of customer issues.
• Collaborative, solution-focused approach, and diplomatic written and spoken communication.