Order Management Specialist, Customer Service and OM Process Improvement
About the position 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 role sits within ABB's Robotics business, a leading global robotics company. We're entering an exciting new chapter as we've announced the plan for SoftBank Group to acquire ABB Robotics. SoftBank is a globally recognized technology group and investor/operator focused on AI, robotics, and next-generation computing. By joining us now, you'll be part of a pioneering team shaping the future of robotics-working alongside world-class experts in a fast-moving, innovation-driven environment. In this role, you will have the opportunity to act as the first point of contact for ABB customers, with the intention to make ABB an easy and trusted choice to do business with. Each day, you will provide internal and external customer support such as technical support, order and payment related assistance, forwarding supplier offers, finding the right speaking partner, etc., and coordinate with relevant resources to have complete case ownership. You will also showcase your expertise by improving customer experience and first contact to cash transition rate and creating more business opportunities for ABB. The work model for the role is: #LI-Hybrid based out of our Auburn Hills, MI location. You will join a high performing team, where you will be able to thrive. We give you the space to lead, the support to grow, and the chance to make a difference. Whether you're solving problems, building something new, or helping others succeed, your impact is real. You'll be part of a team that values your voice and celebrates your progress. Benefits: Our benefits? Competitive, comprehensive, and crafted with you in mind. ABB Robotics & Discrete Automation Business area provides robotics, and machine and factory automation including products, software, solutions and services. Revenues are generated both from direct sales to end users as well as from indirect sales mainly through system integrators and machine builders. www.abb.com/robotics 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: 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 [email protected]. Resumes and applications will not be accepted in this manner. MyBenefitsABB.com #ABBCareers #RunwithABB #Runwhatrunstheworld #LI-KP1 We value people from different backgrounds. Could this be your story? Apply today or visit www.abb.com to read more about us and learn about the impact of our solutions across the globe. Responsibilities • Recommending appropriate solutions for customer requests and coordinating with related teams to ensure end-to-end handling of the request (e.g., production capability and scheduling, resourcing, quotes, price lists, and invoice) is in place. • Initiating customer feedback loops in regular intervals by following commonly agreed processes, understanding their satisfaction level, and identifying areas of continuous improvement. • Supporting the regular maintenance of contact lists, routing tables, and information on internal/external pages. • Assisting the business in outbound activities like marketing campaigns and providing follow-the-sun or face-to-face customer interaction services. • Analyzing current order entry and management workflows to identify bottlenecks, errors, and delays. • Collaborating with Sales, Customer Service, Supply Chain, and IT teams to gather insights and develop process improvement strategies. • Designing and implement solutions to improve order accuracy, reduce cycle time, and enhance customer satisfaction. • Developing and maintain documentation including process maps, SOPs, and training guides. • Leading cross-functional workshops and training sessions to support change initiatives. • Support ERP system/tool enhancements and automation efforts related to order management. • Ensure compliance with internal controls and external regulations throughout the order process. Requirements • Bachelor's Degree from an accredited College or University; special combination of education and work experience will be considered. • 3 or more years' experience in order management, process improvement, or operations. • Knowledge and experience with ERP systems (e.g., SAP) • High attention to detail and accuracy, as well as strong organizational and time management skills • Excellent communication skills for internal and external customer interactions Benefits • Competitive • Comprehensive • Crafted with you in mind Apply tot his job