Your role and responsibilities

In this role, you will have to act as the first point of contact (via incoming phone calls) for ABB Electrification customers and other stakeholders (Marketing and Sales), 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, order status, finding the right speaking partner and coordinate with relevant resources to have complete case ownership.

The work model for the role is: Hybrid, four days in the office, one day WFH.

This role is contributing to the ELSB/ELSP commercial operations in the Americas region. Main stakeholders are HUB leadership, Marketing and Sales, regional leaders and customers.

You will be mainly accountable for:

• Customer Support: Receive and process inquiries, providing information regarding customer requests.
• Case Management: Manage customer service cases from creation to resolution, ensuring high-quality, professional, and timely responses.
• Phone Management: Accountable for incoming calls vs. calls handled (response rate %).

• You are immersed in Customer Service and Operations with and interest in the Electrifiation market.
• Ability to demonstrate your experience in communication skills (verbal and written) to interact with customers and internal teams in English for the US market.
• Exceptional customer service skills and a proactive, problem-solving mindset.
• Proficiency in managing multiple communication channels (phone, email, chat).
• You have 2+ years of experience in customer service via phone support.