Customer Support Analyst

ABB

Customer Support Analyst at ABB supporting internal and external customers with technical, order, and payment-related assistance. Focusing on improving customer satisfaction through effective communication and process improvements.

Posted 7/29/2026full-timeNew Berlin • Texas, Wisconsin • 🇺🇸 United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in customer service and order management, with a strong focus on process improvement and customer satisfaction. Proficient in analytical tools and business applications to enhance operational efficiency and support customer needs.

Highest-signal resume keywords

Customer Service ExperienceProcess Improvement ImplementationAdvanced Proficiency in PowerBISalesforce CRM OptimizationFluent English Communication

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Analytical ToolsExcel (Pivot Tables, Power Query, Lookup Formulas)SalesforceSAPOrder ManagementBilling Discrepancy ResolutionCustomer Dispute InvestigationWorkflow EnhancementsAutomation OpportunitiesE-commerce Tools Support

Soft Skills

Customer Satisfaction ImprovementStakeholder CoordinationProblem SolvingDocumentation SkillsVerbal and Written Communication

Tools & Technologies

Salesforce (SFDC)PowerBIMS Office

Industry Keywords

Customer Care FunctionOrder TrackingLogistics CoordinationPayment AccelerationBusiness Applications

Tech Stack

Tools & technologies

SFDC

About the role

Key responsibilities & impact

Provide technical, order, and payment-related assistance/support to the internal and external customers.
Coordinate with relevant stakeholders to obtain complete case ownership.
Improve customer satisfaction.
Monitor and manage outstanding customer balances, partnering with internal teams and customers to resolve billing discrepancies and accelerate payment.
Investigate and resolve customer disputes related to invoices, credits, pricing, and product issues while documenting root causes and corrective actions.
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.
Track orders from release through completion, identify delays, and coordinate with operations and logistics to ensure on-time delivery performance.
Provide customer escalation support for E-commerce tools and other customer facing business applications.

Requirements

What you’ll need

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)
Fluent in English with advance verbal and written communication skills.

Benefits

Comp & perks

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)
ABB provides 11 paid holidays.
Salaried exempt positions are provided vacation under a permissive time away policy.