This is a job for a Customer Support Manager position with a company located in the Byhalia, MS area.

Job Summary: The Customer Support Manager is the first point of contact for products/systems/service customers and business partners of Electrification Installation Products in Byhalia, MS.This is a position with global grade 12.

Your responsibilities: mManage a team of customer service analysts to ensure clear communication of customer requests, distribution network updates as well as enforce all ABB contract and operational policies
Establish key performance indicators and targets for the team. Provide oversight and support to ensure these targets are achieved. Ensure DC order processing policies and ABB contract terms are followed consistently. Baseline and evaluate customer service processes to find areas for continuous improvement in resources, tools, and processes that increases quality and productivity. Coordinate the resolution of customer issues related to product deliveries, shipping errors, return material authorizations, customer credit, and shipping priorities. Work with distribution center operations teams to provide internal and external customers updates on order status and operational calendars. Coordinate with distribution planning team in managing orders to minimize backlog and maintain a consistent flow of customer orders through the distribution model. Recommend appropriate solution for special customer requests, and coordinate with related teams to ensure the complete handling of the request. Establish regular reports and statistics of the customer support process. Review and analyze performance against standards and prepare improvement plans
Ensure that the area of responsibility is properly organized, staffed, skilled and directed. Coach, motivate, and develop direct and indirect subordinates. Drive and ensure know-how sharing and cross-collaborationYour background.

Education: Bachelor's Degree in business, communications or equivalent professional experience with 10 years of experience leading Customer Service or Customer facing teams. Master's degree in Business or Communications preferred. Requires strong managerial skills and ability to interpret internal and external customer concerns and manage them to resolution. Requires strong communication skills and ability to negotiate and influence customers regarding escalations, delivery terms, changes in customer request dates, and business policy enforcement
Position requires the ability to travel an occasion when necessary, less than 10% of the time. Candidates must already have a work authorization that would permit them to work for ABB in the US.

Equal Employment Opportunity and Affirmative Action at ABB
ABB is an Equal Employment Opportunity (EEO) and Affirmative Action Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to their race, creed, color, ancestry, religion, sex, national origin, citizen status, age, sexual orientation, gender identity, disability, marital status, family medical leave status, or protected veterans status. Equal Employment Opportunity and Affirmative Action at ABB Inc. ABB Inc. is an Equal Employment Opportunity (EEO) and Affirmative Action Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to their sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected Veteran status, or any other characteristic protected by law. 
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