Supervisor Customer Service

Hubbell Incorporated; Northern (KY); Hybrid; USD 55,000 - 75,000; Full time

Job summary

Hubbell Incorporated is seeking a lead customer service professional to mentor and supervise a CS team, ensuring satisfaction, timely order handling, and effective resolution of customer issues.

The role emphasizes driving process improvements, reviewing terms, and coordinating with internal teams to meet contractual requirements while delivering excellent service to customers.

Qualifications

• BA/BS in Business or Marketing preferred.
• Minimum 5 years customer service experience and/or project management preferred.

Responsibilities

• Lead, mentor, and supervise a CS team to satisfy, transact, communicate and resolve customer issues.
• Improve customer experience and drive growth.
• Review orders, quotations, and terms to ensure accuracy and contract compliance.
• Resolve exceptions and ensure timely order entry and shipping.
• Coach and train team members; allocate workload to meet business needs.
• Interact with customers to gather feedback and improve processes.

Skills

Team leadership

Customer service

Project management

Training/coaching

Communication

Education

BA/BS in Business or Marketing

Job description

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Lead, mentor, and supervise a CS team as they satisfy, transact, communicate and resolve business solutions with our customers and sales. Continuously elevate the overall value proposition of the customer service organization.

• Improve the customers experience with HPS. Create engaged customers and help facilitate growth.
• Manage and Monitor order entry process as defined in the company guidelines. Ensure review of purchase orders with certain requirements are adequately defined and documented; differences are resolved prior to order entry and HPS has the capability to meet contractual requirements.
• Discuss important quotations, significant purchase orders, returned goods requests and any other important transactions with TMs, CSD and RVP’s.
• Review customer’s terms and conditions and resolve exceptions to the customer’s and HPS’s satisfaction.
• Ensure all orders are handled accurately and ship promptly.
• Take ownership of customer issues and follow problems through to resolution.
• Interact with customers and garner feedback of HPS services, products, and processes.
• Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.
• Function as the primary training/coaching resource for the team and help to identify when additional training is required for members of the team.
• Evaluate individual and team work loads. On a daily basis, helps to direct team resources to insure all business needs are being addressed.
• Assist customers / team members in understanding company policies and procedures.
• Approve Return Goods Authorizations, Warranties and Credits within established guidelines.
• Monitor customer deductions/PPI’s and ensure department cycle time goals are met.
• Evaluate success and effects of the sales policies and make recommendations for changes as deemed necessary.
• Prioritize product allocation to satisfy emergency requirements of customers.
• Other department projects as assigned.

What will help you thrive in this role?

BA/BS in Business or Marketing related fields preferred. Minimum 5 years customer service experience and/or project management 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 Utility Solutions

Hubbell Utility Solutions (HUS) enable the grid to conduct, communicate and control energy across utility applications. HUS provides the critical components that allow the grid to reliably transmit and distribute energy, as well as the communications and controls technologies to make the grid smarter and more flexible.

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.