Marketing & Sales Support Specialist, Riyadh
2 weeks ago
**Marketing & Sales Support Specialist, Riyadh**:
**Take your next career step at ABB with a global team that is energizing the transformation of society and industry to achieve a more productive, sustainable future. At ABB, we have the clear goal of driving diversity and inclusion across all dimensions: gender, abilities, ethnicity and generations. Together, we are embarking on a journey where each and every one of us, individually and collectively, welcomes and celebrates individual differences.**:
ABB’s Electrification Global Markets organization is responsible for the go-to-market strategy and generating profitable growth for the Electrification Business Area. Our 10,000 strong commercial team represents the portfolio of all Electrification Business Area Divisions in over 100 countries. Our unmatched domain expertise across key industry verticals and channels combined with our truly global footprint makes us able to deliver extraordinary business results, supporting our customers with solutions which address their current needs, whilst considering the future emerging trends such as Urbanization, Digitalization and Shift to Electricity and Sustainable Energy.
**Your responsibilities**:
- Ensuring a positive customer experience throughout the entire process by giving customers regular updates and clarification
- Systematic and detail oriented mindset when completing the cases successfully
- Ensuring the resolution of customer issues (e.g. product, technical, order, payment related) by providing resolution immediatelly or coordinating with Sales, Operations, Supply Chain Management, and other internal and/or external teams by following specified processes and using agreed tools and systems. Coordinating involves resolution with After-Sales Service and/or Spare Parts teams, also Media Relations, Talent Acquisition or Procurement teams.
- Recommending appropriate solution for customer requests, and coordinates with related teams to ensure the complete handling of the request (e.g. production capability and scheduling, resourcing, quotes, price lists, invoice) is in place.
- Proactively informing customers about issue status based on inputs, and clarifying any questions to improve service quality
- Regulary initiating customer feedback loops (surveys) by following commonly agreed processes, understanding satisfaction levels and identifying areas for continuous improvement needs
- Supporting regular maintenance of the contact list, routing tables and information on internal/external pages. Proactively identify potential improvement areas in process, practices, and tools together with the Team
- Preparing and analyzing regular statistics using available tools and collecting relevant information.
- Tracking regular target performance by observing the overall process and trends across inquiries and identifying improvement areas while providing results or highlighting risks to management
- Depending on situation support business with outbound activities like marketing campaigns as well provide 24/7 follow the sun service or even with face-to-face customer interaction
**Your background**:
- Ideally, you'll hold a Bachelor's Degree
- Competencies: agility, proactiveness, demonstrated ability to take ownership of customer issues
- Excellent people skills, good networking skills
- Extensive experience with customer support, knowledge of principles and practices in customer service
- Ability to adopt with change
- A collaborative, solution-focused approach, and strong diplomatic written and spoken communication skills
- Proficiency in English language
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