What are the responsibilities and job description for the Customer Service Manager - Centralia, MO position at Hubbell Incorporated?
Job Overview
Customer Service Manager
Job Overview
Lead, mentor, and supervise Customer Service Operations Team as they satisfy, transact, communicate and resolve business solutions with our customers and sales organization. Be the subject matter expert as it relates to managing our business including but not limited to; SAP, Salesforce, Quality Control, and Quote and Sales process requirements and improvements. Continuously elevate the overall value proposition of the customer service organization.
A Day In The Life
Success in this role requires strong people leadership, commercial awareness, operational problem-solving, and the ability to drive accountability and responsiveness across multiple stakeholder groups.
PHYSICAL REQUIREMENTS: Ability to travel on domestic and international business-related trips; ability to communicate; ability to work on a personal computer or other related equipment as required
RECOMMENDED EDUCATIONAL BACKGROUND: BA/BS in Business or related fields preferred. Minimum 5 years customer service experience and operations experience
LEVEL OF DECISION MAKING:
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.
Customer Service Manager
Job Overview
Lead, mentor, and supervise Customer Service Operations Team as they satisfy, transact, communicate and resolve business solutions with our customers and sales organization. Be the subject matter expert as it relates to managing our business including but not limited to; SAP, Salesforce, Quality Control, and Quote and Sales process requirements and improvements. Continuously elevate the overall value proposition of the customer service organization.
A Day In The Life
- Improve the customers’ experience with Hubbell. Create engaged customers and help facilitate growth.
- Support the organization’s commercial objectives by helping the team strengthen customer relationships, improve responsiveness, and drive customer preference for our brands.
- Identify opportunities to improve processes, communication flow, and operational efficiency to enhance both customer experience and internal effectiveness.
- Advocate for the customer and customer support team by driving alignment, responsiveness, and accountability across internal stakeholder groups.
- Drive adoption and effective utilization of ERP, CRM, and digital tools to improve visibility, workflow consistency, reporting, and customer communication. Strong understanding of contact center metrics and operational levers (e.g., CSAT, AHT, FAT).
- Champion low-effort, high-impact customer interactions across all channels.
- Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.
- Share operational insights and learnings to inform future improvements in service design and training content.
- 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 teamwork loads.
- Monitor real-time metrics and trends to proactively address issues and optimize service levels.
- Interact with customers and garner feedback of HPS services, products, and processes.
- Ensure adherence to company policies, including signature authority, credit policy, shipping guidelines, and cancellation processes.
Success in this role requires strong people leadership, commercial awareness, operational problem-solving, and the ability to drive accountability and responsiveness across multiple stakeholder groups.
PHYSICAL REQUIREMENTS: Ability to travel on domestic and international business-related trips; ability to communicate; ability to work on a personal computer or other related equipment as required
RECOMMENDED EDUCATIONAL BACKGROUND: BA/BS in Business or related fields preferred. Minimum 5 years customer service experience and operations experience
LEVEL OF DECISION MAKING:
- Price Authorization within Established Guidelines.
- Commercial Risk Authorization Within Established Guidelines
- Shared/recommend decisions concerning Customer Service procedures and policies
- Initiates and controls the order entry process.
- Shared/recommend decisions concerning quotation proposals.
- Helps to identify areas of training need.
- Monitors workflow and communication issues.
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.