Customer Service Manager - Centralia, MO

Location: Centralia, MO, US, 65240

About the role

Lead, mentor, and supervise the Customer Service Operations Team as they satisfy, transact, communicate, and resolve business solutions with customers and the sales organization. Serve as the subject matter expert for managing business operations, including SAP, Salesforce, Quality Control, and Quote and Sales process requirements and improvements. Continuously elevate the overall value proposition of the customer service organization.

Responsibilities

• Improve the customers’ experience with Hubbell and create engaged customers to facilitate growth.
• Support the organization’s commercial objectives by strengthening customer relationships, improving responsiveness, and driving customer preference for Hubbell brands.
• Identify opportunities to improve processes, communication flow, and operational efficiency to enhance both customer experience and internal effectiveness.
• Advocate for the customer and customer support team by driving alignment, responsiveness, and accountability across internal stakeholder groups.
• Drive adoption and effective utilization of ERP, CRM, and digital tools to improve visibility, workflow consistency, reporting, and customer communication.
• Demonstrate a strong understanding of contact center metrics and operational levers (e.g., CSAT, AHT, FAT).
• Champion low-effort, high-impact customer interactions across all channels.
• Improve customer service quality by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.
• Share operational insights and learnings to inform future improvements in service design and training content.
• Function as the primary training and coaching resource for the team, identifying when additional training is required.
• Evaluate individual and team workloads, monitor real-time metrics and trends to proactively address issues, and optimize service levels.
• Interact with customers and gather feedback on Hubbell Power Systems (HPS) services, products, and processes.
• Ensure adherence to company policies, including signature authority, credit policy, shipping guidelines, and cancellation processes.

Requirements

• BA/BS in Business or related field preferred.
• Minimum 5 years of customer service and operations experience.
• Ability to travel domestically and internationally for business-related trips.
• Strong communication skills and ability to work on a personal computer or related equipment.

Decision-Making Authority

• Price authorization within established guidelines.
• Commercial risk authorization within established guidelines.
• Shared or recommended decisions concerning Customer Service procedures and policies.
• Initiates and controls the order entry process.
• Shared or recommended decisions concerning quotation proposals.
• Helps identify areas of training need.
• Monitors workflow and communication issues.

About the Company

Hubbell Incorporated creates critical infrastructure solutions that power customers, communities, people, and the planet. The company is strategically aligned around enabling grid modernization and electrification. Hubbell solutions support the transition to a more reliable, resilient, and efficient energy infrastructure. Founded in 1888, Hubbell is a leading global manufacturer of high-quality electrical and utility solutions.

The company operates in two segments: Hubbell Utility Solutions (HUS), which enables the grid to conduct, communicate, and control energy across utility applications, and Hubbell Electrical Solutions (HES), which manages power across industries such as Data Centers, Renewables, Commercial Buildings, Industrial, Telecom, and Transportation.