Customer Support Specialist

ABB Opportunity

At ABB, we help industries run leaner and cleaner—and every person here makes that happen. You'll be empowered to lead, supported to grow, and proud of the impact we create together. Join us and help run what runs the world.

This position reports to: APAC Region Leader - Commercial and Operations

Your Role and Responsibilities

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. 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, processing free orders, and maintaining bi-weekly OB reports while collaborating with internal or external teams to resolve delivery delays.
• 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.
• Provide regular reports and manage vendor service fees and budget planning
• Participate in meetings and provide support to other departments as needed.

Qualifications for the Role

• 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

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.

Building a cleaner, smarter future takes all kinds of minds: the curious, the courageous, and the creative. That's why we welcome people from all backgrounds and experiences.

Ready to make an impact?