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Customer Support Representative - Memphis job

ABBMemphis, TN
ABB jobs

Company

Salary

Skills

Company Description

ABB is a supreme technology company worldwide that quickens the transformation of society and industry to get a more productive and sustainable future. ABB is a Swish- Swedish multinational company. The headquarters of ABB are located in Zurich, Switzerland and Vasteras, Sweden. ABB operates specifically in robotics, power, heavy electrical equipment and automation technology areas. ABB has been a Fortune 500 company worldwide and is ranked 341st in the Fortune Global 500 list of 2018. ABB was founded in 1883 by Ludvig Fredholm. ABB was formed when ASEA and BBC Brown Boveri merged together on August 10, 1987. ABB started expanding in Central and Eastern Europe in the early 1990s. Bjorn Rosengren is the CEO of ABB. ABB enables its customers to generate, transmit and distribute electricity efficiently to increase productivity in commercial and utility operations all around the world. Today, ABB research centres are expanding all over the world and developing ways to power society without consuming the earth.

Job Description

Join ABB and work in a team that is dedicated to creating a future where innovative digital technologies allow greater access to cleaner energy.

ABB is seeking a Customer Support Representative for its Memphis, Tennessee location. Customer Support Representative will be responsible to successfully serve as Customer Service Account Rep for those accounts in an assigned team.

Your responsibilities

  • Typical duties/responsibilities may include, but are not limited to, the following:
  • Coordinate all account activity from pre-order to post order
  • a) Act as liaison and focal point between Thomas and Betts, customers, manufacturing, inside and outside sales, marketing, credit, pricing and quotes persons, distribution centers, transportation, etc. to handle all inquiries and issues.
  • b) Process and track orders as needed.
  • c) Maintain a 99.9% accuracy level for order processing (six sigma).
  • d) Process RMAs as needed.
  • e) Scrutinize RMA requests more carefully so as to exclude or adjust for Ship and debit quotes and quantities not purchased in the 24 months, etc. (Will need work instructions).
  • f) Request credits, freight claims and billing only as needed.
  • f) Complete Order Resolution responsibilities as required.
  • g) Complete EDI error corrections as required suggest customers to recruit for EDI capabilities.
  • h) Coordinate all PARR information from entry to completion to ensure handled appropriate and customer satisfied.
  • i) Be available for calls through the Hi-Path system to achieve 98% service rate (less than 2% abandon rate) with a minimum available time of 80% average per day per month.
  • j) Coordinate tag and hold and credit hold orders to ensure expedited release.
  • k) Provide PODs, copies of invoices, packing slips, etc. as needed.
  • l) Analyze phone stats to recommend changes for improvement.
  • m) Summarize the phone stats for monthly reporting for your region.
  • n) Check stock and coordinate with the plants to secure the order and ensure on-time delivery.
  • o) Meet Order entry requirements to ensure 100% accuracy.
  • Manage Key Accounts
  • a) Identify special accounts and determine special handling requirements.
  • b) Complete back order reviews per schedule.
  • c) Coordinate with manufacturing and distribution to clear old backlog.
  • d) Train and coach customers on how to use our T&B access features.
  • e) Manage conversion orders, job or quoted orders.
  • f) Work with customers to have them use e-commerce for their order entry and T&B Access for their inquiries.
  • g) Provide customized introduction package to new account assignments.
  • h) Provide key account report card analysis and action items required to address any issues or discoveries from these reports (such as fill rates, old back orders, forecast and inventory requirements) by coordinating with other functional areas.
  • i) Work with distributors to correct root causes of EDI errors.
  • j) Work with distributors to have 100% price matching.
  • Provide Marketing Support (new product introductions and promotions) - Coordinate promotions and marketing tools to grow sales with distributor according to procedure)
  • a) Follow with Key Accounts to ensure materials received.
  • b) Promote (where authorized) new items with each call.
  • c) Provide sales leads to the marketing group.
  • d) Provide promotion feedback to marketing based on customer comments.
  • e) Provide written summary of how promotions would be handled by CSR at T&B and agent to ensure proper processing of orders and promotion management.
  • f) Provide a monthly summary of promotion results from our initiatives/programs.
  • Work with the inside sales persons at the distributors for product and marketing promotional efforts.
  • General Product Knowledge
  • a) Attend product training classes to learn about the T&B product lines.
  • b) Demonstrate a working knowledge of product categories and FAQ.
  • c) Utilize the Web, catalogs, and T&B University to enhance knowledge base.
  • d) Consult/coordinate with TECH to learn response to questions on a daily basis.
  • e) Update your catalog to include product information updates.
  • f) Read and understand the Marketing update information regarding products and promotions.
  • g) Provide cross references to competitors part numbers.
  • h) Become knowledgeable in at least 1 product category per quarter.
  • i) Be a go to person for CSRs for product inquiries.
  • Effective Communication
  • a) Handle all verbal and written communication in a professional manner.
  • b) Courteously assist customers, agents, sales reps, regional managers, internal contacts with all inquiries.
  • d) Coordinate all inquiries with little to no transferring to other departments.
  • e) Actively listen to customers for accurate interpretation of information.
  • f) Speak and write in a clear and concise manner.
  • g) Establish and use a follow up system to ensure ALL calls are expedited and followed through to completion.
  • h) Provide complete responses to inquires to avoid call backs for more information for the same inquiry.
  • i) Know the T&B policies and procedures to train/advise the agents and customers for better results.
  • j) Review the Hi-path information to upgrade our customer database.
  • k) Submit a monthly report summarizing the activity in your area.
  • l) Train agents on TOPS system as needed.
  • m) Encourage and promote the T&B access features for 24/7 availability for customer access.
  • n) Participate in 3-sided board presentation.
  • o) Coach newer CSRs on the policies and procedures, writing reports, and active listening to ensure quality responses/interactions and satisfied customers.
  • p) Visit Key accounts in your area.
  • q) Successfully complete those responsibilities designated as a SR. CSR.
  • Team Involvement
  • a) Participate in meetings for Kaizen events or lean/six sigma.
  • b) Actively participate in department teams to influence company and department procedures to make changes to improve service levels to our customers according to corporate plans.
  • c) Develop problem solving techniques to use in all aspects of position responsibilities.
  • d) Learn and utilize tools from Lean 101/Kaizen training information by participating on a team for process improvements.
  • e) Influence your group toward team spirit and motivational activities.
  • 7.Participate in Continuous Improvement and Developmental Opportunities Self-Development.
  • a) Become more professional dealing with all customers through formal and informal training experiences.
  • b) Continue to evaluate position for ideas on improving service levels to our internal and external customers.
  • c) Develop positive business relationships with customers, sales force, and agents.
  • d) Develop computer expertise through formal training.
  • e) Become familiar (and using) Crystal , Hummingbird reports and Excel reports for handling key accounts.
  • Your background

  • Basic Qualifications:
  • College Degree with minimum 2 years of proven success in a customer service role (preferably manufacturing)
  • Candidates must already have a work authorization that would permit them to work for ABB in the US
  • Preferred Qualifications:
  • Verbal and written communication
  • Problem solving ability
  • Helpfulness, flexible and conscientious
  • Detail-oriented
  • Able to handle stressful situations
  • Organized good record keeping
  • Successful follow up techniques
  • Customer focused (empathy)
  • Good at trouble-shooting
  • Creative problem solver

  • Associated topics: agente de servicio al cliente, associate, call center specialist, client, coordinator, customer care associate, customer service representative, internship, phone, service
    Estimated annual salary
    $32,556
    average
    Minimum
    $26,420
    Maximum
    $39,533

    TASKS

    • Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.
    • Check to ensure that appropriate changes were made to resolve customers' problems.
    • Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
    • Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.

    SKILLS

    • Reading ComprehensionUnderstanding written sentences and paragraphs in work related documents.
    • Active ListeningGiving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
    • SpeakingTalking to others to convey information effectively.
    • Critical ThinkingUsing logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.

    KNOWLEDGE

    • ClericalKnowledge of administrative and clerical procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and other office procedures and terminology.
    • Customer and Personal ServiceKnowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
    • Computers and ElectronicsKnowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.
    • English LanguageKnowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.

    ABB

    Type

    Company - Public

    Size

    Large

    Revenue

    Over $10B

    Location

    Memphis, TN, and others

    Founded

    1988

    CEO

    Ulrich Spiesshofer

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