RDC Customer Service Representative

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.

This Position reports to:

As a Customer Service Representative in our Regional Distribution Center, you will play a vital role in ensuring exceptional service and support for our customers. Your primary responsibility will be to act as a liaison between our customers and the distribution center, addressing inquiries, resolving issues, and facilitating smooth order processing and fulfillment.

The work model for the role is: Onsite

This role is contributing to the ABB Smart Power division at the Regional Distribution Center in Mt Juliet, TN.

Key Responsibilities

• Resolve customer support inquiries via phone, email, and chat, providing accurate information and a positive customer experience through professional and efficient interactions.

• Coordinate with internal and external teams, including Sales, Operations, Supply Chain Management, Logistics, Inventory Management, Planning, and Feeder Factories, to ensure timely resolution of customer issues and efficient order fulfillment.

• Monitor order status and proactively keep customers informed on issue status, addressing any potential delays or challenges, while providing alternative solutions.

• Assist customers with returns, exchanges, and product inquiries related to MTS (Make-to-Stock) products, managing end-to-end handling of requests, including production capability, scheduling, resourcing, quotes, price lists, and invoices.

• Support and receive regular reports and forecasts from our P&F team.

• Provide guidance and mentorship to less experienced customer support team members while identifying opportunities to enhance customer satisfaction and streamline processes within the distribution center.

• Execute order management solutions in SAP based on customer requests such as cancellations, address changes, shipping methods, date updates, special delivery instructions, etc.

• Order handling and Order backlog review (blocked orders, deliveries, inventory review) and execution tied to our business KPIs.

Qualifications

• Bachelor's degree in Engineering, Business Administration, or related field with 6+ years relevant work experience in the following: customer service, warehouse/logistics environment, project management and supply chain.

• Strong communication and interpersonal skills, with the ability to build rapport with customers and internal teams.

• Detail-oriented with excellent problem-solving abilities and a customer-first mindset.

• Proficiency in Salesforce, SAP, Microsoft Office & PowerBI.

• Ability to work in a fast-paced environment and manage multiple tasks simultaneously.

• Candidates must already have work authorization that would permit them to work for ABB in the US.

What's in it for you

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.

ABB is an Equal Employment Opportunity and Affirmative Action employer for protected Veterans and Individuals with Disabilities at ABB.

All qualified applicants will receive consideration for employment without regard to their- 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.

For more information regarding your (EEO) rights as an applicant, please visit the following websites: https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf

As 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.

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 US-AskHR@abb.com. Resumes and applications will not be accepted in this manner. #LI-Onsite

ABB Benefit Summary for eligible US employees:

[excludes ABB E-mobility, Athens union, Puerto Rico]

Go to MyBenefitsABB.com and click on "Candidate/Guest" to learn more.

Health, Life & Disability

• 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.

• Choice between two dental plan options: Core and Core Plus

• Vision benefit

• Company paid life insurance (2X base pay)

• Company paid AD&D (1X base pay)

• Voluntary life and AD&D - 100% employee paid up to maximums

• Short Term Disability - up to 26 weeks - Company paid

• Long Term Disability - 60% of pay - Company paid. Ability to "buy-up" to 66 2/3% of pay.

• Supplemental benefits - 100% employee paid (Accident insurance, hospital indemnity, critical illness, pet insurance

• Parental Leave - up to 6 weeks

• Employee Assistance Program

• Health Advocate support resources for mental/behavioral health, general health navigation and virtual health, and infertility/adoption

• Employee discount program

Retirement

• 401k Savings Plan with Company Contributions

• Employee Stock Acquisition Plan (ESAP)

Time off

ABB provides 11 paid holidays. Salaried exempt positions are provided vacation under a permissive time away policy.

More About Us

ABB Smart Power provides energy distribution solutions for data centers, industrial and manufacturing plants, critical infrastructure and commercial buildings. The Division's technical teams work closely with industry partners, delivering advanced solutions that support rapid growth, energy transition, and sustainability objectives. The Division's portfolio includes industrial circuit breakers, low-voltage systems, motor starting applications, and safety devices like switches and relays. Its Power Protection unit supports the world's largest data center companies with advanced energy-efficient UPS solutions. The Division's ABB Ability Energy Manager provides a scalable, easy-to-use platform that helps organizations save energy and reduce CO2 emissions.

We value people from different backgrounds. Could this be your story? Apply today or visit www.abb.com to read more about us and learn about the impact of our solutions across the globe.