Manager Customer Service - Greenville, SC

Job Overview

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. This position will also be responsible for reviewing existing relevant business processes across HES to identify opportunities for standardization.  Partnering with the Corporate Business Process team to ensure alignment on best practices.  Prioritizing opportunities, selecting initiatives, gaining consensus across stakeholders and executing business process improvement with the HES Sales Org Merge project.

A Day In The Life

 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 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.  

Proactively leveraging SAP knowledge and business experience to improve Customer Service processes as well as the Sales Org merge. 

Conduct and/or attend all necessary Sales Org merge project meetings.  Complete analysis and testing where applicable.

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.  Provides reliable, prompt, and courteous communications to our 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.

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. 

Perform other related duties necessary to accomplish job objectives in an efficient and effective manner. 

What will help you thrive in this role?

• Minimum of 5 years of Customer Service experience (required)
• Proficient in Microsoft Office (required)
• Bachelor’s Degree preferred or equivalent work experience
• Strong knowledge/experience with SAP required
• Advanced Excel skills 
• Well-developed oral and written communication skills 
• Must have a broad knowledge of policies, practices and procedures and must possess above average organizational skills.