Customer Support Assistant

At ABB, we help industries outrun - leaner and cleaner. Here, progress is an expectation - for you, your team, and the world. As a global market leader, we’ll give you what you need to make it happen. It won’t always be easy, growing takes grit. But at ABB, you’ll never run alone. Run what runs the world

This Position reports to:
Superviseure, entrée de commande

ABB’s Process Automation business area enables customers to operate some of the world’s largest and most complex industrial infrastructures, helping them outrun - leaner and cleaner.

We offer a broad range of automation, electrification and digital solutions for process, hybrid and maritime industries, including industry-specific integrated control and software as well as measurement and analytics solutions and services.

**Your Role: Own the Challenge**
- Assists customers by monitoring request statuses, resolving inquiries across multiple channels swiftly and competently, and providing support during escalations. Ensures customer issues (product, technical, order, payment, etc.) are resolved directly or in coordination with Sales, Operations, Supply Chain, and other teams.
- Recommends appropriate solutions and coordinates with relevant teams to ensure end-to-end handling of requests, including production scheduling, resourcing, quotes, pricing, and invoicing. Provides regular updates and clarifications to customers, proactively informs them about issue status, and ensures a positive customer experience.
- Initiates customer feedback loops (e.g., surveys) to assess satisfaction and identify areas for improvement. Supports the maintenance of contact lists, routing tables, and internal/external information pages. Assists with outbound activities like marketing campaigns and offers follow-the-sun or in-person customer service when needed.
- Applies a systematic, detail-oriented approach to case resolution. Prepares and analyzes statistics using available tools, tracks performance against targets, monitors trends across inquiries, identifies improvement areas, and communicates results or risks to management.

**What it takes to Run what runs the world**
- Proven ability to manage customer inquiries across multiple channels with professionalism, urgency, and empathy, ensuring a positive and consistent customer experience.
- Experience working collaboratively with internal teams such as Sales, Operations, and Supply Chain to resolve complex issues and ensure seamless end-to-end service delivery.
- Skilled in tracking performance metrics, analyzing trends, and using data tools to identify areas for improvement and report risks or results to management.
- Ability to provide clear, proactive updates to customers, initiate feedback loops, and support outbound communication efforts such as marketing campaigns or service follow-ups.

**Why ABB?**

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.

ABBCareers

RunwithABB

Runwhatrunstheworld

LI-hybrid

ABB values the dedication, commitment, and expertise of our employees. As an Employment Equity Employer, we believe in an inclusive and diverse workforce. We are committed to ensuring that our policies and practices align with the Employment Equity Program, aiming for a workforce that is truly representative of the four designated groups:

- Women
- Indigenous peoples
- Members of visible minorities
- Persons with disabilities