Senior Customer Care Representative

Role Overview

• Provide technical, order, and payment-related assistance/support to internal and external customers.
• Coordinate with relevant stakeholders to obtain complete case ownership.
• Improve customer satisfaction by resolving customer issues by coordinating with Sales, Operations, Supply Chain Management, and other internal and/or external teams.
• Recommend appropriate solutions for customer requests and coordinate with related teams to ensure end-to-end handling of the request.
• Keep the customers proactively informed on the issue status and clarifying their doubts.
• Prepare and analyze regular statistics (e.g., forecast) using available tools and collect relevant information tracking regular sales performance against the target and sharing insights with management.

Requirements

• 10 years of experience in customer service
• Bachelor's degree in Business or related field
• Experience working with reporting tools and methodologies
• Proficiency with MS Office, Salesforce, Power BI, Snowflake, and other specialized software/platforms
• Knowledge of the Variable Frequency Drives market a plus
• Fluent in English with advance verbal and written communication skills.

Benefits

• Choice between two medical plan options: A PPO plan called the Copay Plan OR a High Deductible Health Plan (with a Health Savings Account) called the High Deductible Plan.
• Choice between two dental plan options: Core and Core Plus
• Vision benefit
• Company paid life insurance (2X base pay)
• Company paid AD&D (1X base pay)
• Voluntary life and AD&D – 100% employee paid up to maximums
• Short Term Disability – up to 26 weeks – Company paid
• Long Term Disability – 60% of pay – Company paid. Ability to “buy-up” to 66 2/3% of pay.
• Supplemental benefits – 100% employee paid (Accident insurance, hospital indemnity, critical illness, pet insurance
• Parental Leave – up to 6 weeks
• Employee Assistance Program
• Health Advocate support resources for mental/behavioral health, general health navigation and virtual health, and infertility/adoption
• Employee discount program
• 401k Savings Plan with Company Contributions
• Employee Stock Acquisition Plan (ESAP)
• ABB provides 11 paid holidays.
• Salaried exempt positions are provided vacation under a permissive time away policy.