Customer Support Manager

The work model for the role is: Onsite, Memphis, TN

Your role and responsibilities

In this role as the Customer Support Manager you will be responsible for leading the customer support function for accounts ensuring exceptional customer experience across all touchpoints. This role manages a team of specialists who handle inquiries, orders, VMI and issue resolution for business customers. The Manager partners closely with Sales, Operations, and Finance to streamline processes, enhance service delivery, and drive customer satisfaction, retention, and growth.

You will be mainly accountable for:

• Lead, coach, and develop a team of customer support specialists serving commercial sales clients; Oversee daily operations of the commercial customer support team, ensuring service levels and performance targets are consistently achieved.

• Act as an escalation point for complex customer issues, providing resolution and reinforcing long-term relationships; Partner with commercial sales leadership to align support activities with sales strategies and growth goals.

• Implement and monitor KPIs, including customer satisfaction (CSAT), service-level agreements (SLAs), order accuracy, and response times; Ensure accurate and timely entry of customer orders, billing resolution, and coordination with logistics and supply chain.

• Develop and maintain training programs, knowledge bases, and process documentation to support team effectiveness; Identify opportunities to improve systems, workflows, and tools to enhance the customer experience and operational efficiency.

Qualifications for the role

• Bachelor degree in Business, Management, Accounting, or related field

• Minimum 8 years of experience in customer support or sales operations, with at least 3 years in a supervisory/managerial role.

• Proven success in supporting B2B or commercial clients in a contact center, inside sales, or account support environment.

• Knowledge of order management, billing, and logistics processes; Proficiency in CRM systems (Salesforce and SAP).

• Strong communication skills, with the ability to influence and build relationships across teams and levels; Experience in coaching, performance management, and team development.

• Experience managing in a metrics-driven environment with demonstrated ability to meet or exceed KPIs.

• Candidates must already have work authorization that would permit them to work for ABB in the US.

More about us

ABB Installation Products Division (formerly Thomas&Betts), helps manage the connection, protection and distribution of electrical power from source to socket. The Division’s products are engineered to provide ease of installation and perform in demanding and harsh conditions, helping to ensure safety and continuous operation for utilities, businesses and people around the world. The Commercial Essentials product segment includes electrical junction boxes, commercial fittings, strut and cable tray metal framing systems for commercial and residential construction. The Premier Industrial product segment includes multiple product lines, such as Ty-Rap® cable ties, T&B Liquidtight Systems® protection products, PVC coated and nylon conduit systems, power connection and grounding systems, and cable protection systems of conduits and fittings for harsh and industrial applications. The Division also manufactures solutions for medium-voltage applications used in the utility market under its marquee brands including Elastimold™ reclosers and switchgear, capacitor switches, current limiting fuses, Homac™ distribution connectors, Hi-Tech Valiant™ full-range current limiting fuse for fire mitigation, faulted current indicators and distribution connectors, cable accessories and apparatus with products for overhead and underground distribution. Manufacturing includes made-to-stock and custom-made solutions.

Why ABB?

What's in it for you

We empower you to take initiative, challenge ideas, and lead with confidence. You’ll grow through meaningful work, continuous learning, and support that’s tailored to your goals. Every idea you share and every action you take contributes to something bigger.

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 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

Salaried exempt positions are provided vacation under a permissive time away policy. #LI-Onsite