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

• Supervise and train Customer Service Representatives and other personnel on customer service-related tasks and responsibilities.
• Define, develop, and maintain Customer Service business processes, procedures, and work instructions in compliance with corporate requirements.
• Implement process improvements to enhance service and improve productivity.
• Monitor service metrics (emails and phones) throughout the day.
• Work closely with other Customer Service and Sales Support Managers to adjust the daily schedule to achieve maximum performance.
• Handle 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.
• Provide timely, value-added solutions to service issues.
• Take an active role in expediting and the service escalation process.
• Support Pricing, Sales, Product Management, Operations, Warehouse and Human Resource personnel in a wide variety of activities to achieve goals.
• Communicate policies and procedures accordingly.
• Maintain current knowledge of Hubbell Terms and Conditions and Sales / Marketing pricing programs (i.e., PIP, Sales Deals, Customer Specific Pricing, etc.).
• Maintain good customer relations at all times.
• Provide reliable, prompt, and courteous communications to internal and external customers.
• Develop a working knowledge of all job responsibilities of the Customer Service department.
• Establish annual goals for employees to support departmental goals.
• Communicate objectives and review progress throughout the year to ensure results are achieved.
• Conduct yearly performance appraisals in accordance with Human Resource timeline.
• If necessary, implement Performance Improvement Plans for employees with below target performance.
• Provide support for internal and external financial audits including but not limited to SOX, ISO, Order to Cash and Resale Certificate Compliance.
• Develop reports that assist Customer Service and Sales Support personnel and / or the field sales organization to improve service to our customers.

Requirements

• Minimum of 5 years of Customer Service experience
• Proficiency in Microsoft Office
• 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
• Broad knowledge of policies, practices and procedures
• Above average organizational skills

About Hubbell Incorporated

Hubbell creates critical infrastructure solutions that power our customers, communities, people and the planet. Our company is strategically aligned around enabling grid modernization and electrification. As more products plug in to an aging grid, Hubbell solutions enable the transition to a more reliable, resilient and efficient energy infrastructure. Founded in 1888 our innovation has made us a leading global manufacturer of high quality electrical and utility solutions enabling customers to operate critical infrastructure reliably and efficiently.

The company operates in two segments. Hubbell Utility Solutions (HUS) enable the grid to conduct, communicate and control energy across utility applications and Hubbell Electrical Solutions (HES) are essential to managing power across a wide range of industries and applications. Our vertical market solutions can be applied to markets including Data Centers, Renewables, Commercial Buildings, Industrial, Telecom and Transportation. Supporting both of our business segments is our corporate and Hubbell Unified Business Solutions teams that provide consistent process, tools technologies across our businesses.

We are committed to operating sustainably and ethically while promoting an inclusive and supportive culture for our people to grow and develop in their careers. Our employees proudly work and serve our communities from our headquarters in Shelton, CT, across the United States and around the globe.