Customer Operations Specialist

Your role and responsibilities

In this role, you will have the opportunity to support the accurate end-to-end resolution of post-sale customer requests. Each day, you will assist in resolving warranty products, customer complaints, disputes in a timely manner to ensure customer satisfaction. You will also showcase your expertise by analyzing trends within the claims process to highlight any repetitive failures to further support continuous improvement.

The work model for the role is: #LI-onsite

This role is contributing to the ELSE division in US (North America).

You will be mainly accountable for:

• Ensures the resolution of post-sale customer requests/complaints/disputes, in coordination with Sales, Operations, and other internal and/or external teams.

• Tracks any disputes that arise and proactively coordinates with the necessary functions to ensure faster resolution.

• Works with the manager in providing appropriate solution for customer claims, coordinates with the related teams to ensure complete handling of the complaints and/or disputes, and ensures containment actions, returns, credits, and/or debits are processed.

• Collects and archives the documentation regarding requests/claims/disputes within the target timeline and ensures all outcomes/actions are recorded and closed in the systems within their scope of responsibility.

• Report and follow up on KPIs related to warranty costs and customer complaints.

• Analyzes trends within the claims process to highlight any repetitive failures to further support continuous improvement.

Qualifications for the role

• Bachelor's Degree Industrial Engineer, Electrical Engineer or similar.

• 2-3 years of experience in Customer Service in Quality and/or Engineering areas.

• SAP Experience.

• Quality tools knowledge (8D's) required, problem solving mindset.

• ISO Auditor is desirable.

• Knowledge in 10CFR Appendix B is desirable.

• Desirable to have prior experience with Switchgear and Circuit Breakers.

• Open to sponsorship.

Why ABB?

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.

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