RDC Customer Support Specialist

About the role

ABB is hiring an RDC Customer Support Specialist in Lancaster, Texas (Dallas region), reporting to the RDC Planning & Fulfillment Lead. The role provides technical, order and payment-related support to internal and external customers, coordinates with stakeholders to own each case and improves customer satisfaction. The position is onsite.

Key responsibilities

• Solve the most complex customer support issues independently.
• Coordinate with Sales, Operations, Supply Chain Management, Feeder Factories and other teams to resolve customer issues.
• Recommend solutions and coordinate end-to-end handling of requests such as production capability and scheduling, resourcing, quotes, price lists, invoices and payments.
• Keep customers proactively informed on issue status and clarify their doubts.
• Analyze regular statistics such as forecasts and track sales performance against targets, sharing insights with management.
• Monitor and develop the strategy to achieve 100% ROTD, proactively identify fulfillment issues and communicate them to customers.
• Work with PMM or Engineering to provide alternate materials when possible.

Required profile

• Bachelor's degree in Engineering, Computer Science, Business Administration or a related field with 6+ years of experience, including Incoterms knowledge, customer experience, project execution and/or supply chain.
• Alternatively, an Associate's degree or HS Diploma/GED with 8+ or 10+ years of relevant experience respectively.
• Advanced written and verbal communication skills at all organizational levels.
• Previous supply chain experience.
• Work authorization permitting employment in the US.

Required skills

• Advanced use of Microsoft Office products.
• Advanced use of SAP.
• Project management with MS Project or Excel.
• Writing test plans and reports detailing test results.
• Organization and meeting deadlines on administrative duties.

What we offer

• Health, dental and vision plans, life insurance and disability coverage.
• Short and long term disability, supplemental insurance and paid parental leave.
• Employee assistance program, employee discount program and retirement savings plan with company contributions.
• 11 paid holidays and vacation for salaried exempt positions.