Customer Service Supervisor - Manchester, NH

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

Job Overview

Take the next step in your leadership career by developing talent, driving improvements, and elevating the customer experience. BURNDY is looking for a skilled, people-focused leader who is ready to shape strategy, develop high-performing talent, and turn complex challenges into meaningful improvements. As Customer Service Supervisor, you will have the visibility and influence to elevate service, strengthen operations, and create lasting impact through data-informed decisions and partnership with Sales, Operations, Planning, Distribution, Pricing, and Product Management.The Customer Service Supervisor leads BURNDY's daily Customer Service operations while building an engaged, accountable, and growth-focused team. This leadership role develops employees, strengthens service performance, uses data and analytics to guide decisions, and partners across functions to improve processes and shape the future of the customer experience.

#LI-MM1

A Day In The Life

• 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.

What will help you thrive in this role?

• Associate degree required; Bachelor's degree in Business, Management, Supply Chain, or a related field preferred.
• 3-5 years of experience leading and developing customer service, operations, or business support teams.
• Demonstrated success coaching employees, building high-performing teams, and developing future talent.
• 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 creating and analyzing operational reports, dashboards, and performance metrics.
• Excellent leadership, communication, problem-solving, and organizational skills.
• Ability to manage multiple priorities in a dynamic manufacturing environment.
• Experience with process improvement, cross-functional collaboration, SAP, Salesforce, Microsoft Office, and Power BI preferred.

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.

Hubbell Electrical Solutions (HES) are essential to managing power across a wide range of industries and applications. HES provides the critical components that allow operators of buildings, factories and other industrial infrastructure to connect, protect, wire and manage power.

Hubbell Incorporated, its subsidiaries and affiliates, is an EO Employer AA: M/F/Veteran/Disability. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, sexual orientation, gender identity or any other protected class.

The above summary of position responsibilities and requirements is not intended, and should not be construed, to be an exhaustive list of duties, skills, efforts, physical requirements, or working conditions associated with the position. It is intended to be an accurate reflection of those principal position elements essential for making decisions related to position performance, employee development, and compensation.