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:

Planning & Fulfillment Manager

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.

• 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.

• Bachelor's degree in Engineering, Business Administration, or related field with 6+ years relevant work experience in 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 & Power
  
  BI.
• 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.

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 Aff…

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.

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As an Equal Employment Opportunity and Aff…

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