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Customer Service Manager - Knoxville, TN

Date: Jul 29, 2022

Location: Lenoir City, TN, US, 37771

Company: Hubbell Incorporated

Corporate Overview
Hubbell Incorporated was founded in 1888 and has grown into an international manufacturer of quality electrical, lighting and power solutions with more than 75 brands used and recognized around the world. Our founder, Harvey Hubbell, developed tooling and equipment to serve the growing demand for new assembly and manufacturing machinery during the industrial revolution. An early, and one of many patents awarded, came for the creation of the first practical method to control electricity through the pull chain socket that remains unchanged today. As a market leader in reliable, electrical solutions, we provide more than half a million products delivered through our various business groups. Hubbell is committed to continually innovating solutions that work, transforming old products with new ideas, and ensuring that we Energize, Enlighten and Empower the communities that support us.
 
Division Overview
Hubbell Power Systems (HPS) engages in the design and manufacture of a wide variety of products used by utilities. Today, HPS is deeply engaged in product solutions for OSP Communication utility purposes, and has been actively growing that segment of the business. HPS roots have historically been in high voltage transmission, distribution, substation, underground products used by electric utilities. HPS products are also used in the civil construction, transportation, gas and water industries.

At HPS, we build products that provide mission critical infrastructure and that deliver communications and power to millions of people worldwide. In our business, failure is not an option. Therefore, we manufacture products of uncompromising integrity and it starts with our quality policy. We hold our partners, our suppliers and ourselves to the highest standard to ensure we exceed all the technical and functional expectations of our customers.

Hubbell Incorporated engages in the design, manufacture, and sale of electrical and electronic products in the United States and internationally. It operates in three segments: Electrical, Power, and Industrial Technology.

Posting Address

3621 Industrial Park Drive

Lenoir City, TN  37771

 

Position Overview

Lead, mentor, and supervise a Customer Success and Support 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. Continuously elevate the overall value proposition of the organization.
 

Duties and Responsibilities

  • 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 Sales and the Business.
  • 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 teamwork loads.  On a daily basis, helps to direct team resources to ensure 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, making recommendations for changes as deemed necessary.
  • Prioritize product allocation to satisfy emergency service requirements of customers.
  • Other department projects as assigned.

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
 

Skills and Experience

RECOMMENDED EDUCATIONAL BACKGROUND:  BA/BS in Business or Marketing related fields preferred. Minimum 5 years customer service 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 communicate issues 
  • Evaluate / perform annual review of subordinates

 

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.


Nearest Major Market: Knoxville