Customer Support & Order Management Specialist

About the Role

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: APAC Region Leader
• Commercial and Operations

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. This role is contributing to the EL Smart Building business in Xiamen, China.

Responsibilities

You will be mainly accountable for:

• Manage end-to-end (E2E) order lifecycle from receipt to billing with ensuring accuracy and timely delivery, including PO verification of all key parameters, creation of delivery notes aligned with customer requirements, processing of PGI and billing, tracking OBL forecasts and ready dates, managing expediting requests and overdue AB analysis, processing free orders, and maintaining bi-weekly OB reports while collaborating with internal or external teams to resolve delivery delays

• Monthly ROTD/COTD/LT/LTA calculations by extracting and analyzing SAP reports comparing DN dates, PGI dates, RDD, and order-entry dates to assess delivery performance and lead-time, with customized variance analysis as requested by P&F

• Manage end-to-end SAP goods receipt, including posting service fee PO receipts with i Process confirmation, processing material PO receipts based on actual quantities, resolving exceptions and discrepancies, and managing inventory returns

• Coordinate the product phase-out process through proactive lifecycle communication with PM and internal with related teams, ensuring controlled management of phase-out products throughout the transition

• Coordinate all aspects of domestic and international shipments, including sea and air freight, including arranging FCL/LCL sea bookings and air shipments, coordinating supplier truck pick-ups, preparing comprehensive shipment documentation for customers (including PL, CI, ETD/ETA, and vessel/flight details), proactively tracking shipment status with regular customer updates through delivery confirmation, and maintaining bi-weekly vessel schedule updates for customers

• Ensure full compliance with Chinese customs regulations and international requirements, including preparing complete export declaration documentation (packing lists, commercial invoices, contracts, declaration forms), maintaining and updating the HS Code database, processing import clearance for free/after-sales products and returned cargo, and maintaining accurate GTS master data etc.

• Maintain proactive stakeholder communication and manage critical business documentation across multiple touchpoints, including daily email correspondence with customers, suppliers, and internal teams, managing payment reminders and confirmations with overdue invoice analysis, preparing comprehensive payment documentation, conducting annual third-party customer credit reviews, maintaining accurate MDG customer master data, preparing and updating yearly and supplementary agreements for NHP/ESC customers

• System & Process Management: Serve as SAP-SD key user and maintain critical pricing and forecast data

• Project Management: Lead strategy projects to improve operational efficiency and digital transformation as required e.g. DEMS, Freight cost reduction etc.

• Reporting & Financial Management: Provide regular reports and manage vendor service fees and budget planning

• Administrative & Cross-Functional Support: Participate in meetings and provide support to other departments as needed

Qualifications

• Bachelor's degree or above in International Trade, Logistics, Supply Chain Management, Business Administration, or related field

• Minimum 3 years of experience in customer support, order management, or logistics coordination role, Chinese customs declaration and trade compliance

• Experience working in multinational companies or matrix organizations preferred

• Fluent in English (written and spoken) - Business proficiency level required for communication within organization and customers

• Technical Skills in SAP, Excel and PPT

• Good team player, customer oriented

• Detailed and meticulous

About ABB Smart Buildings

ABB Smart Buildings enables optimization of energy efficiency, safety, security and comfort for any building type, through new installations or retrofit solutions. The Division offers integrated digital technologies to control HVAC, lighting, shutters, and security, in addition to energy distribution solutions including DIN rail products, enclosures and emergency lighting through to industrial plugs and sockets and conventional wiring accessories, accommodating for single family homes, multiple dwellings, commercial buildings, infrastructure and industrial applications.

The Division's highly innovative technologies and digital solutions serve rising global demand among real estate developers, owners, and investors for smart building technologies that optimize energy distribution and building automation. The scalable solutions aim to deliver significant sustainable and financial benefits, meeting social and environmental demands, while being able to address even the most complex of customers' carbon reduction strategies.

We value people from different backgrounds. Could this be your story? Apply today or visit www.abb.com to read more about us and learn about the impact of our solutions across the globe.

Why ABB

Working at ABB gives you the opportunity to contribute to a healthier and more prosperous world. Add to your story by joining a passionate team, focused on pushing the boundaries of technology to drive performance, shape new business models and find new ways of working that benefit our customers, partners and society. We want you to be proud of being part of ABB.

We Care

At ABB, we care about our people and their stories. We create safe, fair, equitable and inclusive working environments in which our people can succeed and develop, regardless of gender, ethnicity, sexual orientation or cultural, religious or social background. Diverse teams make us stronger. ABB is also committed to a high standard of integrity in everything we do.

We Grow

We help our people succeed and develop, and we empower them to create their own careers at ABB. Our benefits, reward and development programs encompass a wide array of offerings.

How to Apply

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