Customer Service Supervisor: Lead, Coach, and Optimize

Hubbell Incorporated; Manchester (NH); On-site; USD 65,000 - 90,000; Full time

Job summary

Hubbell Incorporated, through its BURNDY brand, seeks a Customer Service Supervisor to lead a growing team, drive service improvements, and partner with Sales, Operations, Planning, and Product Management to deliver data-informed decisions.

You will coach, mentor, and develop talent, monitor metrics, and create reports using Excel, Power BI, SAP, and Salesforce, while overseeing escalations and change management to enhance customer experience.

Qualifications

• Associate degree required; Bachelor's degree preferred.
• 3-5 years of experience leading and developing customer service, operations, or business support teams.
• Strong analytical mindset with the ability to use data to drive decisions and influence outcomes.
• Advanced Excel skills, including PivotTables, formulas, lookups, data analysis, and report generation.
• Experience with SAP, Salesforce, Power BI, and Microsoft Office.

Responsibilities

• Inspire, coach, and develop a team of Customer Service Representatives to achieve individual and team success.
• Build a culture of accountability, engagement, collaboration, and continuous learning.
• Lead employee development efforts through mentoring, performance coaching, career planning, and cross-training initiatives.
• Partner with leadership to recruit, onboard, and retain top talent while supporting succession planning efforts.
• Monitor and improve key service metrics, workload distribution, response times, customer satisfaction, and team performance.
• Analyze operational trends and customer data to identify risks, recommend corrective actions, and support strategic business decisions.
• Create and deliver meaningful reports and dashboards using Excel, Power BI, SAP, Salesforce, and other business tools.
• Champion process improvement initiatives that enhance efficiency, standardization, and the overall customer experience.
• Collaborate with Sales, Operations, Planning, Pricing, Distribution, and Product Management to remove barriers and support business growth.
• Lead resolution of complex customer escalations involving order fulfillment, logistics, compliance, pricing, quality concerns, and service recovery; serve as the escalation point for customers, sales teams, and internal stakeholders to support timely resolution and customer retention.
• Lead change management initiatives to support successful adoption of new processes, technologies, organizational structures, and operating procedures.
• Provide storm emergency support for the on-call team.

Skills

Leadership

Analytical mindset

Data-driven decisions

Communication

Problem-solving

Organizational skills

Education

Associate degree

Bachelor's degree in Business, Management, or Supply Chain

Tools

Excel

Power BI

SAP

Salesforce

Microsoft Office

Job description

Hubbell Incorporated, through its BURNDY brand, seeks a Customer Service Supervisor to lead a growing team, drive service improvements, and partner with Sales, Operations, Planning, and Product Management to deliver data-informed decisions.

You will coach, mentor, and develop talent, monitor metrics, and create reports using Excel, Power BI, SAP, and Salesforce, while overseeing escalations and change management to enhance customer experience.