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Customer Support Specialist
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. That's our story. Make it your story.
This position reports to
Customer Support Specialist
Your role and responsibilities
In this role, you will be responsible for providing external customer service by answering phone calls from customers and actioning emails based on calls. Call volume is quite high, approx. 30 calls per day. Support topics relate to e.g. product price and availability, order progressing, shortages/returns, order amendments and order acknowledgments. Each day, you will coordinate with relevant functions to ensure complete case ownership. This position is open in ABB's Smart Buildings Division and the incoming calls are related to this Division's products and applications such as Low Voltage Power Breakers and Switches & Fusegear (switch disconnectors, switch fuses, transfer switches and ATS (Automatic Transfer Switch). We are a team of 8 persons and our hearts beat for great customer service and that is at the center of everything that we do. The work model for the role is: #LI-hybrid, working minimum 2 days a week in our Coventry office and 3 days working from home. The office is only open 3 days a week, Tuesday - Thursday. You can come to the office for a third day if needed. Our working time is Mon-Fri, from 8.30am to 5pm. Half hour lunch is split across team, to ensure phone coverage at all times. You will be mainly accountable for:
1. Answering customer calls and actioning customer emails, approx. 30 per day, related to above mentioned topics
2. Resolving invoice disputes (this is one of the role's KPIs i.e. Key Performance Indicators)
3. Customer returns (KPI)
4. Dashboards (KPI)
5. Salesforce case management
6. Internal stakeholder co-operation, which means working with inventory, order entry, Product Managers, technical support team, Sales Engineers and accounts
7. Working as a team, respecting team members & others
Qualifications for the role
* Excellent communication skills and team working abilities
* Good computer skills
* At least 2 years' experience working in an office environment
* Ability to work under pressure
* NVQ or similar qualifications would be desirable
More about us
As part of our dedication to our employees, ABB UK offers an attractive array of benefits which include:
* Competitive salary
* 25 days annual leave plus bank holidays
* Competitive contributory pension scheme
* Life assurance
* Flexible benefits scheme (Includes options to buy/sell holidays, health checks, dental, eye care, gym memberships, cycle to work, gadget discounts and more)
* Internal mobility opportunities, mentorships & access to projects globally
* Employee Assistance Programme
* Generous employee referral scheme
* Company car or cash for car allowance
* Office based/Site based/ Field based/ Working from home / Hybrid/ Flexible working
* Private medical cover OR Private medical cover for yourself and partner / family
* Generous bonus scheme
For the 5th consecutive year ABB is recognised as a Top Employer in UK. Being certified as a Top Employer showcases an organisation's dedication to a better world of work and exhibits this through excellent HR policies and people practices. ABB Smart Buildings Division enables optimization of energy efficiency, safety, security and comfort for any building type, through new installations or retrofit solutions. The Division offers integrated digital technologies to control HVAC, lighting, shutters, and security, in addition to energy distribution solutions including DIN rail products, enclosures and emergency lighting through to industrial plugs and sockets and conventional wiring accessories, accommodating for single family homes, multiple dwellings, commercial buildings, infrastructure and industrial applications. The Division's highly innovative technologies and digital solutions serve rising global demand among real estate developers, owners, and investors for smart building technologies that optimize energy distribution and building automation. The scalable solutions aim to deliver significant sustainable and financial benefits, meeting social and environmental demands, while being able to address even the most complex of customers' carbon reduction strategies. If you have further questions about this position, please contact Customer Service Manager Kerry Tallis, during working hours 8.30am to 5pm, tel + 44 24 7636 8500. (Please no unsolicited calls from recruitment agencies). Please apply for the position latest by April 4, 2025. We look forward to receiving your application. 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. #MyABBStory #J-18808-Ljbffr