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This Position reports to:
Front End Operations and Order Management Leader
Your role and responsibilities
In this role, you will have the opportunity to lead a team of administrators and specialists to handle and coordinate customer support processes in local Sales units, from customer inquiry to product delivery and after-sales service, to understand the complete sales process and to meet and exceed customer expectations. Each day, you will create, implement, and review customer service strategy and ensure quality, volume, and on-time delivery based on business standards and customer requests. You will also showcase your expertise by making optimization plans to increase operational excellence and customer satisfaction in the sales process in collaboration with business counterparts.
The work model for the role is: Onsite (#Li-Onsite) in Richmond, VA.
This role is contributing to the Electrification Smart Power division.

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

YOU WILL BE MAINLY ACCOUNTABLE FOR:

• Customer Coordination & Satisfaction: Ensure customer satisfaction by coordinating across internal teams, resolving issues, and providing timely, relevant information throughout the order and service process.
• Order Management & Documentation: Process and track orders to ensure accurate and timely delivery; maintain proper documentation and record decisions in systems like Salesforce.
• Strategy & Process Optimization: Develop and review customer service strategies, analyze performance metrics, and implement plans to improve operational efficiency and customer experience.
• Relationship Building & Communication: Build long-term customer relationships, prioritize tasks based on business criteria, and communicate effectively to support consistent service quality.

QUALIFICATIONS FOR THE ROLE:

• Education & Experience: Bachelor’s degree in Mechanical/Electrical Engineering, Business, or related field with 6+ years of experience (experience in Customer Order Management or Project Management roles preferred).
• Technical Proficiency: Expert in SAP Torque ERP, with advanced skills in Microsoft Excel and Power BI; experienced in writing test plans and managing project timelines.
• Leadership & Communication: Proven team leader managing 3+ staff, with strong verbal/written communication and a solution-oriented, independent working style.
• Customer Focus & Agility: Demonstrated success in customer service and issue resolution, with a proactive mindset and ability to adapt in dynamic environments.
• Candidates must already have a work authorization that would permit them to work for ABB in the US.
  ABB Smart Power provides energy distribution solutions for data centers, industrial and manufacturing plants, critical infrastructure and commercial buildings. The Division’s technical teams work closely with industry partners, delivering advanced solutions that support rapid growth, energy transition, and sustainability objectives. The Division’s portfolio includes industrial circuit breakers, low-voltage systems, motor starting applications, and safety devices like switches and relays. Its Power Protection unit supports the world’s largest data center companies with advanced energy-efficient UPS solutions. The Division’s ABB Ability™ Energy Manager provides a scalable, easy-to-use platform that helps organizations save energy and reduce CO2 emissions.
  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/2023-06/22-088EEOCKnowYourRights6.12ScreenRdr.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.