Process Analyst - Customer Care

In this role, you will have the opportunity to provide technical, order, and payment-related assistance/support to the internal and external customers. Each day, you will coordinate with relevant stakeholders to obtain complete case ownership. You will also showcase your expertise by improving customer satisfaction.

The work model for the role is: Hybrid {#LI-Hybrid} (Must be in/near New Berlin, WI)

This role is contributing to the MOSE Customer Service Team in the USA. Main stakeholders are MOSE Leadership.

You will be mainly accountable for:

• 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.  

Our team dynamics
You will join a talented and high performing team, where you will be able to thrive.

Qualifications for the role

• Minimum of 3 years of experience in sales, customer service or general business

• Bachelor's degree in Business or 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)

• You are passionate about process improvement and data analytics

• Fluent in English with advance verbal and written communication skills

More about us

ABB is an Equal Employment Opportunity and Affirmative Action employer for protected Veterans and Individuals with Disabilities at ABB.

All qualified applicants will receive consideration for employment without regard to their- sex (gender identity, gender expression, sexual orientation), marital status, citizenship, age,  race and ethnicity, inclusive of traits historically associated with race or ethnicity, including but not limited to hair texture and protective hairstyles, color, religious creed, national origin, pregnancy, physical or mental disability, genetic information, protected Veteran status, or any other characteristic protected by federal and state law.

For more information regarding your (EEO) rights as an applicant, please visit the following websites: https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf

As an Equal Employment Opportunity and Affirmative Action Employer for Protected Veterans and Individuals with Disabilities, applicants may request to review the plan of a particular ABB facility between the hours of 9:00 A.M. - 5:00 P.M. EST Monday through Friday by contacting an ABB HR Representative at 1-888-694-7762.

Protected Veterans and Individuals with Disabilities may request a reasonable accommodation if you are unable or limited in your ability to use or access ABB's career site as a result of your disability. You may request reasonable accommodations by calling an ABB HR Representative at 1-888-694-7762 or by sending an email to US-AskHR@abb.com. Resumes and applications will not be accepted in this manner.

ABB Benefit Summary for eligible US employees

[excludes ABB E-mobility, Athens union, Puerto Rico]

Go to www.myBenefitsABB.com and click on “Candidate/Guest” to learn more

Health, Life & Disability

• 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

Retirement

• 401k Savings Plan with Company Contributions 

• Employee Stock Acquisition Plan (ESAP)

Time off

ABB provides 11 paid holidays. Vacation is provided based on years of service for hourly and non-exempt positions.