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Customer Service Supervisor - Shelton, CT

Date: Jul 22, 2019

Location: Shelton, CT, US, 06484-4300

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 Commercial & Industrial (HCI) provides solutions for a broad range of non-residential and residential construction, commercial and industrial applications along with high-voltage test and measurement solutions. As a leading global manufacturer and supplier in multiple markets, we have quality products that serve the commercial construction, datacom, industrial light, industrial heavy, high voltage, residential and oil & gas markets. HCI has built its success through strong leadership, employee and customer loyalty and an exceptional sales force.
Posting Address:

 

Shelton, CT

Position Overview:

 

Manage 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 other 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 to proactively leverage SAP capabilities. 

 

As a principal management point of contact between customers and the company, the Customer Service Supervisors are recognized as performing a vital function in the customer satisfaction chain.

Duties and Responsibilities:

 

  • Manage and train Customer Service personnel. Establish annual goals for employees to support departmental goals. Communicate objectives and review progress throughout the year to insure results are achieved. Conduct yearly performance appraisals in accordance with Human Resource timeline. If necessary, implement Performance Improvement Plans for employees with below target performance.
  • Define, develop and maintain Customer Service business processes, procedures and work instructions. Implement process improvements to enhance service and improve productivity.
  • Monitor service metrics throughout the day. Work closely with other Customer Service Managers to adjust the daily schedule to maximize 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.
  • Manage a wide variety of projects with keen attention to detail. Develop project plans and task lists to insure thorough and timely completion. Schedule team meetings to review progress, identify and recommend best practice solutions to resolve roadblocks.
  • Provide timely, value-added solutions to service issues. Take an active role in expediting and the service escalation process.
  • Maintain current knowledge of WDK and Bryant Terms and Conditions and Sales / Marketing pricing programs.
  • 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.
  • Review credits, debits, deductions, return material authorization (RMA) requests, timesheets, and other documents to insure the accuracy and validity of requests. Approve requests that meet business requirements within the authority of the Customer Service Supervisor as outlined in the Signature Matrix.
  • Assist with internal and external financial audits.
  • Assist with price change initiatives as required.
  • Due to the nature of this position, extended work hours and travel (typically 3 to 4 times per year) will be required to complete critical projects on schedule or resolve system related problems in a timely manner.
  • Perform other related duties necessary to accomplish job objectives in an efficient and effective manner.
Skills and Experience:

 

A four-year college degree is required with a minimum of 5 years of Customer Service experience and a strong knowledge of SAP S/4 required. Must be proficient in Microsoft Office and possess advanced Excel skills. Must have a broad knowledge of policies, practices and procedures and must possess above average organizational skills.  Must be mature and exercise prudent judgment.  Must be able to effectively communicate ideas and plans in both verbal and written format.

Education:
Bachelors Degree in Business

 

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.


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