Customer Experience Manager

Customer Experience Manager

At ABB, we are dedicated to addressing global challenges. Our core values: care, courage, curiosity, and collaboration - combined with a focus on diversity, inclusion, and equal opportunities - are key drivers in our aim to empower everyone to create sustainable solutions. Write the next chapter of your ABB story.

This position reports to

Inside Sales Director

Your role and responsibilities

As a Customer Experience Manager, you will work closely with the Strategic or Key Account Manager, supporting Electrical Power Distribution equipment and Control Systems sales to our large North American Power Utilities and Energy customers. You'll be involved in the end-to-end sales cycle and process, from initial request for proposal, to order processing and management, to status tracking. You will be accountable for nurturing positive customer relationships and providing exceptional customer service support. The work model for the role is: remote (Li-Remote), but preferred location is in the Northeastern area of the U.S. This role is contributing to the Electrification Distribution Solutions division in the Northeast. You will be mainly accountable for: • Ensuring the resolution of customer issues by coordinating with Sales, Operations, Supply Chain Management, and other internal and/or external teams. • Recommending appropriate solution for customer requests and coordinating with the related teams to ensure end-to-end handling of the request (e.g., production capability and scheduling, resourcing, quotes, price lists, invoice, etc.) is in place. • Keeping the customers proactively informed on the issue status based on the inputs received and clarifying their doubts. • Preparing and analyzing regular statistics (e.g., forecast) using available tools and collecting additional relevant information and tracking regular sales performance against the target and sharing insights with the management.

Qualifications for the role

• Bachelor's degree is required in related field with a minimum 2 years' experience of technical sales support or customer support, or Non-degreed with 5 or more years of direct experience in sales or customer support of a technical industrial or commercial manufactured product; Experience in the Electrical Power Products or Utilities industries is preferred.
• Order Management, Procurement, and Sales Management systems' experience and capabilities is preferred
• Experience in outside sales and/or working with prospective customers is a plus
• Ability to work in a collaborative team environment with excellent verbal and written communication skills in English is required. Bi-lingual capability a plus.
• Candidates must already have a work authorization that would permit them to work for ABB in the US.

More about us

ABB's Distribution Solutions Division facilitates the efficient and reliable distribution, protection and control of power by improving electric power quality while strengthening the resilience of the grid. The Division offers segment-specific products and solutions that largely serve utilities, industry and infrastructure segments, often providing the requisite medium voltage link between high-voltage transmission systems and low-voltage users. With ABB Ability™ enabled connected solutions at its core, the offering includes medium-voltage air- and gas-insulated switchgear (1 to 66 kilovolts), indoor and outdoor circuit breakers, reclosers, fuses, contactors, relays, instrument transformers, sensors, motor control centers, as well as low-voltage switchgear for the ANSI standard markets. We value people from different backgrounds. Apply today for your next career step within ABB and visit www.abb.com to learn about the impact of our solutions across the globe. #MyABBStory We look forward to receiving your application. If you want to discover more about ABB, take another look at our website www.abb.com. Equal Employment Opportunity and Affirmative Action at ABB ABB is an Equal Employment Opportunity (EEO) and Affirmative Action Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to their race, creed, color, ancestry, religion, sex, national origin, citizen status, age, sexual orientation, gender identity, disability, marital status, family medical leave status, or protected veterans status. For more information regarding your (EEO) rights as an applicant, please visit the following websites: https://www.eeoc.gov/sites/default/files/2022-10/EEOC_KnowYourRights_screen_reader_10_20.pdf https://www.dol.gov/sites/dolgov/files/OFCCP/pdf/pay-transp_%20English_formattedESQA508c.pdf As an Equal Employment Opportunity and Affirmative Action Employer, applicants may request to review the Affirmative Action 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 qualified individuals with a disability 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. While base salary is determined by things such as the successful applicant's qualifications and experience, this position is expected to pay between $61,900 and $115,100 annually and is bonus eligible. myBenefitsABB.com