Customer Service Lead - Londonderry, NH at Hubbell Incorporated in Londonderry, New Hampshire

Posted in Other 17 days ago.

Job Description:

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

Londonderry NH

Position Overview

As part of a world-class service team, lead the training activities and resolution of escalated inquiries for the customer service team, in addition to performing regular customer service duties..

Duties and Responsibilities

  • Provide price and availability, order status, and general customer information upon request

  • Interpret and communicate information from ERP system and customer portal to customers

  • Process, resolve, and expedite orders

  • Monitor phone and email queues and recommend a shift to managers when incoming traffic is greater than acceptable thresholds

  • Collaborate with team members to balance out workload leading to a fast, high quality response for the customer

  • Maintain composure, empathy, and positive attitude in extremely fast-paced team-environment

  • Collaborate with order resolution, technical service, product management, and sales, quality, warehouse, planners, and buyers as needed in service of the customer

  • Participate in on-call rotation (approximately 4 times per year)

  • Code calls/emails/chats to accurately reflect interaction type

  • Complete customer spreadsheet and other special notifications

  • Utilize strong technical knowledge to handle more advanced product-related inquiries

  • Look up special pricing agreements and convey accurate price to internal and external customers

  • Create quotes as permitted within pricing guidelines

  • Review escalated expedite requests from customer service representatives and salespeople: evaluate business case and proceed to expedite supply chain when appropriate.

  • Establish training schedule and facilitate training for customer service team, under oversight of manager

  • Facilitate creation of customer order reports and presentations

  • Manage key accounts, challenging accounts, and challenging salespeople

  • Process nuclear orders

  • Process IMPLO orders

  • Execute BURNDY storm response (open warehouse off-hours, arrange specialized transportation, engage necessary internal resources)

  • Interface between the distribution center, customer service, and operations to resolve issues with delivery drops

  • Serve as SAP knowledge resource, engaging other company contacts as needed to support continuous learning and advanced troubleshooting. Mentor other team members on SAP knowledge

  • Create work instructions to support training sustainability.

Skills and Experience

  • Required Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • EDUCATION and/or EXPERIENCE: A demonstrated history of resolving complex customer problems and proactively assisting colleagues across the customer service team. A no-quit, no-complaint attitude. Bachelor's degree or equivalent experience preferred (3-5 years in order resolution or customer service). SAP Experience required. EDI and VMI experience preferred.

  • LANGUAGE SKILLS: Ability to read and comprehend complex instructions, correspondence and memos. Ability to write detailed, professional correspondence. Ability to effectively present information in one-on-one, small group, and large group situations to department employees, and internal and external customers.

  • MATHEMATICAL SKILLS: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions and decimals. Ability to compute rate, ratio and percent.

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.