Customer Support Specialist at ABB

Customer Support Specialist

Take your next career step at ABB with a global team that is energizing the transformation of society and industry to achieve a more productive, sustainable future. At ABB, we have the clear goal of driving diversity and inclusion across all dimensions: gender, LGBTQ+, abilities, ethnicity and generations. Together, we are embarking on a journey where each and every one of us, individually and collectively, welcomes and celebrates individual differences.

You will be working as Customer Support Specialist and will be the part of Motion business area for Service division based in Longmeadow, South Africa. In this role you will be reporting to Maritsa Smith and will be responsible for providing internal and external customer support (e.g. technical, order assistance, payment-related assistance) and coordinating with relevant resources to have complete case ownership and to increase customer satisfaction

Your responsibilities

• Ensuring the resolution of customer issues (e.g. order, technical, payment) by coordinating with sales, operations, supply chain management, other internal and/or external teams, coordinating resolution with after-sales service and/or spare parts teams
• Recommending appropriate solution for customer requests, tracking and team monitoring of regular target performance, actuals tracking weekly and provides reporting results to management bi-weekly basis
• Proactively informing customers about issue status based on inputs, clarifying any questions and ensuring a positive customer experience throughout the entire process
• Preparing and analyzing regular statistics (e.g. forecast, delivery tracking) using available tools and collecting relevant information
• Monitoring and coordinating with related teams to ensure the complete handling of the request (e.g. production schedule capability and resource scheduling, service resourcing, quotes, price lists, invoice and debtors deliverables and team monitoring and tracking) is in place and customer feedback and internal reporting is there

Your background

• Bachelor’s Degree or Diploma in relevant field
• Minimum 3 years of experience in a service role, doing customer support/sales coordination role
• Experience and knowledge on SAP essential and highly desired
• Fluency in English language is mandatory

Benefits

• Retirement plan