This position reports to:
White Glove Customer Support Leader

In this role, you'll help run what runs the world, by taking on meaningful work that drives real impact.

The work model for the role is: Onsite, Mebane, North Carolina OR in San Pedro, Monterrey, Mexico. #Li-Onsite

Travel to other plants required once per month,
Your role and responsibilities:

We are seeking a Customer Service Manager to lead our sales operations team in delivering exceptional customer experiences. In this role, you will manage a team of administrators and specialists, overseeing the complete customer journey from initial inquiry through product delivery and after-sales support.

You will lead the execution of high-volume accounts while coordinating with relevant functions across the organization, ensuring complete ownership from forecast to product delivery. Understanding the complete operations process and systems at RDCs and feeder factories is essential to meet and exceed customer expectations and increase satisfaction.

Your focus will be on developing and implementing customer service strategies that drive operational excellence, optimize processes, and exceed customer expectations. Success in this role requires strong leadership, deep operational knowledge, and the ability to balance quality, volume, and on-time delivery while continuously improving performance metrics and customer satisfaction.

Key primary responsibilities will be:

• Monitor and control backlog in proactive approach to ensure customers receive accurate and timely information about deliveries to fulfill volumes according to ABB quality standard, making sure the utilization of available resources.
• Lead and own communication across the organization of internal/external stakeholders, and customer issues resolution process to ensure customer's satisfaction.
• Build long-term relationships with customers to collaborate and improve process as needed looking at the success of the account. Communicates appropriate information to the internal stakeholders in a timely and effective manner to achieve desired understanding and support.
• Ensures that the accounts consistently operate in alignment with contract and request claims management support as needed in accordance with ABB policies and contractual agreements. Lead the continues improvement process coordinating internal/external stakeholders to ensure the optime process for the partnership (guidelines, tools, and templates). Captures, analyzes, and shares lessons learned throughout the daily activities with the team.

Our Team Dynamics

Our teams support each other, collaborate, and never stop learning. Everyone brings something unique, and together we push ideas forward to solve real problems. Being part of our team means your work matters - because the progress we make here creates real impact out there.

Qualifications for the role:

• Bachelor's degree in Business Administration or Engineering.
• 8+ years of Experience manufacturing, project management, and planning and operations (ideally all four of these).
• Beginner to moderate proficiency in English.
• Conversational proficiency in Spanish is a plus.
• Prior knowledge of breakers technical experience is a plus.
• Experience using SAP, Sequel, Excel/PowerPoint, and/or PowerBI is a plus.

What's in it for you

We empower you to take the lead, share bold ideas, and shape real outcomes. You'll grow through hands-on experience, mentorship, and learning that fits your goals. Here, your work doesn't just matter, it moves things forward

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. Vacation is provided based on years of service for hourly and non-exempt positions. Salaried exempt positions are provided vacation under a permissive time away policy.

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

Ready to make an impact?

Apply today or visit https://www.abb.com to learn more about the impact of our solutions across the globe.