Contact Center Support Specialist

hace 7 días

San Luis Potosí, San Luis Potosí, México ABB A tiempo completo

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 role sits within ABB's Robotics business, a leading global robotics company. We're entering an exciting new chapter as we've announced the plan for SoftBank Group to acquire ABB Robotics. SoftBank is a globally recognized technology group and investor/operator focused on AI, robotics, and next-generation computing.  By joining us now, you'll be part of a pioneering team shaping the future of robotics—working alongside world-class experts in a fast-moving, innovation-driven environment.

This Position reports to:

Technical Service Specialist

Your Role: Own the Challenge

In this role, you will act as the first point of contact for ABB customers, helping make ABB an easy and trusted company to do business with. Every day, you will provide internal and external customer support—including technical assistance, order and payment inquiries, forwarding supplier offers, and directing customers to the appropriate contact—while coordinating with relevant teams to ensure complete case ownership. You will also contribute to improving customer experience, increasing first-contact-to-cash efficiency, and generating new business opportunities for ABB.

The work model for the role is: Hybrid

Global relocation/LTA support will not be considered for this position.

This role supports the US Robotics business from our site in San Luis Potosí.

Key Responsibilities:

  • Recommending appropriate solutions for customer requests and coordinating with related teams to ensure end-to-end handling (e.g., production capability, scheduling, resourcing, quotes, price lists, invoicing).
  • Initiating customer feedback loops at regular intervals, following agreed processes, assessing satisfaction levels, and identifying continuous improvement opportunities.
  • Supporting the maintenance of contact lists, routing tables, and information on internal/external pages.
  • Assisting the business with outbound activities such as marketing campaigns and providing follow-the-sun or face-to-face customer interaction services.

Qualifications:

  • 1–2 years of experience in customer support
  • Experience in order management
  • Willingness to travel
  • Fluent English, required for communication with U.S. stakeholders
  • Experience with SAP and Salesforce is a plus
  • Strong problem‑solving skills and a proactive attitude toward continuous improvement in customer service processes; ability to manage multiple priorities in a fast‑paced, hybrid environment while maintaining high attention to detail and customer focus
  • Proactive, collaborative, with strong communication skills and a positive attitude; able to train peers and ensure alignment with internal processes
  • Bachelor's degree in Business Administration, International Business, International Relations, or related fields

We also offer our employees the following benefits:

  • Performance Bonus
  • Saving fund
  • Paid parental leave
  • Life insurance
  • Retirement plan
  • Health and dental insurance
  • Wellbeing program
  • Flex days
  • Employee Assistance Program (PAE)
  • Access to development platforms: Spark, Harvard Manager Mentor and English Learning EF English Live School (EF)

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

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