Customer Support Analyst

At ABB, we help industries run leaner and cleaner—and every person here makes that happen. You’ll be empowered to lead, supported to grow, and proud of the impact we create together.

About the role

In this role, you will provide technical, order, and payment-related assistance and support to internal and external customers. Each day, you will coordinate with relevant stakeholders to obtain complete case ownership and improve customer satisfaction. The work model for this role is hybrid, and you must be located in or near New Berlin, WI.

This role contributes to the MOSE Customer Service Team in the USA, with main stakeholders being MOSE Leadership.

Responsibilities

• Accounts Receivable Management – Monitor and manage outstanding customer balances, partnering with internal teams and customers to resolve billing discrepancies and accelerate payment.
• Dispute Resolution – Investigate and resolve customer disputes related to invoices, credits, pricing, and product issues while documenting root causes and corrective actions.
• Process Improvement & Automation – Identify, develop, and implement process improvements within the customer care function, including Salesforce (SFDC) workflow enhancements, automation opportunities, and CRM optimization to drive efficiency and elevate the customer experience.
• Customer On-time Delivery – Track orders from release through completion, identify delays, and coordinate with operations and logistics to ensure on-time delivery performance.
• Customer Facing Tool Support – Provide customer escalation support for E-commerce tools and other customer-facing business applications.

Qualifications

• Minimum of 3 years of experience in sales, customer service, or general business.
• Bachelor's degree in Business or a related field.
• Advanced proficiency in analytical tools such as PowerBI and Excel (Pivot tables, power query, lookup formulas).
• Experience with business applications/software (SAP, Salesforce, MS Office).
• Passion for process improvement and data analytics.
• Fluent in English with advanced verbal and written communication skills.

Benefits

For eligible US employees (excludes ABB E-mobility, Athens union, Puerto Rico).

• Health, Life & Disability
  • Choice between two medical plan options: a PPO plan (Copay Plan) or a High Deductible Health Plan (with a Health Savings Account).
  • 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, with the ability to “buy-up” to 66⅔% 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, virtual health, and infertility/adoption.
• Employee discount program.
• Retirement
  • 401k Savings Plan with company contributions.
  • Employee Stock Acquisition Plan (ESAP).
• Time Off
  • 11 paid holidays.
  • Vacation provided based on years of service for hourly and non-exempt positions.