Customer Service Manager - Reading, PA

Hubbell Incorporated

Location: Reading

Job Type: Not Specified


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 Construction & Energy (HCE) focuses on products to support four business segments: Connectors, Grounding & Tooling, Gas Connectors & Accessories, Harsh & Hazardous, and Distribution. With markets in renewable energy, lighting, transportation, data center, telecom, utility, extreme environment, gas and water distribution, power generation and oil & gas, we guarantee that our products set the standards for industry solutions. Our success not only depends on our value proposition, but on the strength, knowledge and expertise of our employees.

Posting Address

Reading, Pennsylvania

Position Overview

The Customer Service Manager is responsible for training, directing, staffing and planning the customer service activities of the company. The manager will determine the future direction of the customer service group, detail the operational requirements and develop the staff to support the provision of required services. The manager will coach and train the staff in the best in class service skills and monitor performance to insure a consistently high level of results. The manager will also handle all high visibility customer service requirements that exceed the capabilities of the customer service representative drawing upon other management personnel in the organization to meet extraordinary needs

Duties and Responsibilities

  • Define the future direction and customer service requirements of the organization to meet the changing customer expectations.
  • Train and coach the staff in new skills that are tailored to the needs of the customer base and meet the future requirements.
  • Measure and manage performance of staff in key indices to insure continuous improvement in our skills and results.
  • Provide assistance in meeting unusual customer requirements by coordinating management resources and acting as point person.
  • Liaise with Marketing, Technical Service and Pricing to develop sound and efficient processes and procedures that provide exceptional service.
  • Manage evolution on information and telecommunications systems to provide advanced capabilities refined to meet company specific requirements.
  • Prepare and present management reports on current state of operations and future plans in order to keep personnel informed and to build support for future projects.
  • SAP SD Lead is the main point of contact for the functional area to communicate procedural changes, access requirement and any business related issues experienced during daily operations. Communicate any effective changes that may improve overall processing of quote and order processing for improved efficiencies. Interface with other Site leads, along with SAP team in reviewing system operations and how they relate to the overall function of the system.

Skills and Experience

  • Strong SAP skills and experience
  • Communication Skills: Strong written and verbal communications skills.
  • Computer Skills: Must have strong Microsoft Office, e-mail and other PC application skills.
  • Problem Solving: Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics.
  • Project Management: Develops project plans; coordinates projects; communicates changes and progress; completes projects on time and budget; manages project team activities.
  • Bachelors Degree required.

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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