Customer Service Lead - Shelton, CT
Location: Shelton, Connecticut
Job Type: Not Specified
Lead Customer service reps Levels 1 and 2 to consistently maintain superior service to our customers. Areas of focus include timeliness, accuracy of information, and adherence to core service values. Work closely with customer service supervisor to manage resources and maximize performance. Assist with approvals and backorder management to keep orders moving in a timely manner.
A Day In The Life
-Lead and train CSR1s and CSR2s in their respective roles. Communicate objectives and review progress throughout the year.
-Conduct yearly performance appraisals in accordance with Human Resources timeline. If necessary, implement performance improvement plans for employees with below target performance.
-Establish annual goals for employees to support departmental goals.
-Review and approve timecards and time management for employees.
-Route and provide approval based on signature matrix for credits/debits and returns.
-Provide service value reviews for CSR levels 1 and 2 based on call and email interactions.
-Assist with implementing process improvements to improve productivity.
-Assist with monitoring service metrics throughout the day – be available to help in queues.
-Handle incoming calls from TMs, DMs, distributors, agent, warehouse and plant production personnel.
-Be the next step of escalation if needed.
-Provide timely, value -added solutions to service issues.
-Provide reliable, prompt and courteous communications to internal and external customers.
-Provide mid-month and monthly CSR volume reports to Supervisor.
-Communicate any obstacles and suggestions for how to overcome to Supervisor.
-Assist with backorder management to ensure customer orders are shipping in a timely manner. Work with SAP and Power BI to extract and analyze data and update orders as needed.
-Monitor internal controls and assist with internal and external audit. Ensure controls and procedures are followed and communicate any concerns to Management.
-Perform other related duties necessary to accomplish job objectives in an efficient and effective manner.
What will help you thrive in this role?
-Bachelors Degree preferred
-2 years previous supervisory experience required
-Excellent communication skills
-SAP knowledge preferred
-Microsoft Excel knowledge preferred
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 Electrical Solutions
Hubbell Electrical Solutions (HES) are essential to managing power across a wide range of industries and applications. HES provides the critical components that allow operators of buildings, factories and other industrial infrastructure to connect, protect, wire and manage power.
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.