Manager I Customer Service

About the role

Supervise Customer Service Representatives to consistently maintain superior service to our customers and the sales organization. Areas of focus include timeliness and accuracy of order entry, product availability dates and abandonment rates. Monitor service levels and work closely with Customer Service Supervisors to manage resources to maximize performance. Contribute to the development and implementation of the department's annual objectives. Utilize your business experience and technical expertise to proactively leverage SAP capabilities.

Responsibilities

• Supervising and training Customer Service Representatives and other personnel on customer service-related tasks and responsibilities
• Defining, developing, and maintaining Customer Service business processes, procedures, and work instructions in compliance with corporate requirements
• Implementing process improvements to enhance service and improve productivity
• Monitoring service metrics (emails and phones) throughout the day
• Working closely with other Customer Service and Sales Support Managers to adjust the daily schedule to achieve maximum performance
• Handling incoming calls from Territory Managers, District Managers, Distributors, Agents, Warehouse and Plant Production personnel and End Users who have issues that go beyond the scope of the Customer Service Representatives' authority or capability
• Providing timely, value-added solutions to service issues
• Taking an active role in expediting and the service escalation process
• Supporting Pricing, Sales, Product Management, Operations, Warehouse and Human Resource personnel in a wide variety of activities to achieve goals
• Communicating policies and procedures accordingly
• Maintaining current knowledge of Hubbell Terms and Conditions and Sales / Marketing pricing programs (i.e., PIP, Sales Deals, Customer Specific Pricing, etc.)
• Maintaining good customer relations at all times
• Providing reliable, prompt, and courteous communications to our internal and external customers
• Developing a working knowledge of all job responsibilities of the Customer Service department
• Establishing annual goals for employees to support departmental goals
• Communicating objectives and reviewing progress throughout the year to ensure results are achieved
• Conducting yearly performance appraisals in accordance with Human Resource timeline
• Implementing Performance Improvement Plans for employees with below target performance, if necessary
• Providing support for internal and external financial audits including but not limited to SOX, ISO, Order to Cash and Resale Certificate Compliance
• Developing reports that assist Customer Service and Sales Support personnel and/or the field sales organization to improve service to our customers

Qualifications

• Minimum of 5 years of Customer Service experience (required)
• Proficiency in Microsoft Office (required)
• Bachelor's Degree preferred or equivalent work experience
• Strong knowledge of SAP
• Strong knowledge of Salesforce
• Advanced Excel skills
• Well-developed oral and written communication skills
• Must have a broad knowledge of policies, practices and procedures and must possess above average organizational skills