Contact Center Support Specialist

Contact Center Support Specialist At ABB, we help industries run leaner and cleanerand 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: Disputes Team Lead Your role and responsibilities: The Contact Center Support Specialist is responsible for the end-to-end resolution of high-value (C&I) disputes ranging from $99M to $35,000 that present material financial, contractual, or reputational risk to ABB. This role focuses on high-value, judgment-intensive dispute resolution requiring deep analytical skills, strong business acumen, expert-level excel or data analysis, and cross-functional collaboration to protect company revenue while maintaining customer relationships. This is a hybrid position based in our Memphis, TN office. You will be mainly accountable for: Lead end-to-end ownership of high-value C&I disputes ($35K$99M), including investigation, analysis, financial settlement, and timely resolution. Analyze complex pricing, invoicing, contractual terms, and transaction data to determine root causes, financial impact, and appropriate resolution paths. Exercise judgment on high-risk cases, initiate credits or recovery actions within authority, and escalate decisions requiring higher approval while balancing financial and customer considerations. Collaborate with Legal, Finance, Sales, Operations, and IT to resolve disputes, ensure compliance and documentation standards, and identify systemic issues and process improvements. Qualifications for the role: Bachelor's degree in Finance, Accounting, Business Administration, or related field preferred 5 years of experience in dispute resolution, credit management, or accounts receivable Expert level understanding of Excel spreadsheets tools and macro Professional certifications (CPA, CMA, or similar) preferred Proven track record managing high-value, complex financial disputes Experience with Shipping and freight, returns, contract pricing, or commercial contracts Background in B2B industrial, manufacturing, or technology sectors preferred Experience working with SAP or similar ERP systems required Prior exposure to SOX compliance and internal controls preferred More about us: ABB Installation Products Division (formerly Thomas & Betts), helps manage the connection, protection and distribution of electrical power from source to socket. The Division's products are engineered to provide ease of installation and perform in demanding and harsh conditions, helping to ensure safety and continuous operation for utilities, businesses and people around the world. The Commercial Essentials product segment includes electrical junction boxes, commercial fittings, strut and cable tray metal framing systems for commercial and residential construction. The Premier Industrial product segment includes multiple product lines, such as Ty-Rap cable ties, T&B Liquidtight Systems protection products, PVC coated and nylon conduit systems, power connection and grounding systems, and cable protection systems of conduits and fittings for harsh and industrial applications. The Division also manufactures solutions for medium-voltage applications used in the utility market under its marquee brands including Elastimold reclosers and switchgear, capacitor switches, current limiting fuses, Homac distribution connectors, Hi-Tech Valiant full-range current limiting fuse for fire mitigation, faulted current indicators and distribution connectors, cable accessories and apparatus with products for overhead and underground distribution. Manufacturing includes made-to-stock and custom-made solutions. Why ABB? What's in it for you: We want you to bring your full self to workyour ideas, your energy, your ambition. You'll have the tools and freedom to grow your skills, shape your path, and take on challenges that matter. Here, your work creates impact you can see and feel, every day. ABB is an Equal Employment Opportunity and Affirmative Action employer for protected Veterans and Individuals with Disabilities at ABB. All qualified applicants will receive consideration for employment without regard to their sex (gender identity, gender expression, sexual orientation), marital status, citizenship, age, race and ethnicity, inclusive of traits historically associated with race or ethnicity, including but not limited to hair texture and protective hairstyles, color, religious creed, national origin, pregnancy, physical or mental disability, genetic information, protected Veteran status, or any other characteristic protected by federal and state law. For more information regarding your (EEO) rights as an applicant, please visit the following websites: ABB Benefit Summary for eligible US employees Choice between two medical plan options: A PPO plan called the Copay Plan OR a High Deductible Health Plan (with a Health Savings Account) called the High Deductible Plan. Choice between two dental plan options: Core and Core Plus Vision benefit Company paid life insurance (2X base pay) Company paid AD&D (1X base pay) Voluntary life and AD&D 100% employee paid up to maximums Short Term Disability up to 26 weeks Company paid Long Term Disability 60% of pay Company paid. Ability to "buy-up" to 66 2/3% of pay. Supplemental benefits 100% employee paid (Accident insurance, hospital indemnity, critical illness, pet insurance Parental Leave up to 6 weeks Employee Assistance Program Health Advocate support resources for mental/behavioral health, general health navigation and virtual health, and infertility/adoption Employee discount program Retirement 401k Savings Plan with Company Contributions Employee Stock Acquisition Plan (ESAP) Time off ABB provides 11 paid holidays. Salaried exempt positions are provided vacation under a permissive time away policy.

Created: 2026-03-04