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Customer Service Team Lead
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Hubbell Incorporated
Manchester, NH (In Person)
Full-Time
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Job Description
Job Overview
As part of a world-class service team, the Customer Service Team Lead will primarily be responsible for the training activities, Salesforce system knowledge, and resolution of escalated inquiries for the customer service team, in addition to performing regular customer service duties.
A Day In The Life Manage a designated customer/sales territory while balancing team leadership responsibilities; serve as primary point of contact for order management and issue resolution. Provide accurate pricing, availability, and order status information to internal and external customers. Process, monitor, and expedite orders to ensure timely fulfillment and customer satisfaction. Review and act on escalations and expedite requests, coordinating with supply chain partners as needed. Monitor phone/email queues, identify volume trends, and recommend staffing or workflow adjustments. Support daily team operations, workload balancing, and overall service level performance. Assist with training, onboarding, and mentoring team members to build skills and knowledge. Partner cross-functionally with Sales, Operations, Product Management, Technical Services, Quality, and Logistics to resolve customer issues. Apply special pricing agreements and prepare quotes within established guidelines. Ensure accurate documentation and coding of customer interactions and required reporting. Serve as a subject matter expert in SAP and Salesforce, supporting troubleshooting, system adoption, and best practices. Maintain and develop SOPs, work instructions, dashboards, and reports to drive consistency and visibility. Act as liaison with distribution centers and operations to resolve delivery, logistics, and delivery drop issues. Participate in on-call rotation and support storm/emergency response activities as required. What will help you thrive in this role? A demonstrated history of resolving complex customer problems and proactively assisting colleagues across the customer service team. A demonstrated history of high customer excellence, no matter the challenge. While a Bachelor's degree is not required; an equivalent of dedicated 3-5 years in order resolution or customer service expeirence is required (in lieu of a 4-year degree). A minimum of 1-2 years of SAP and Salesforce experience is required - Or an equivalent system but similiar production and sales/order system. EDI and VMI experience is also preferred. Hubbell Incorporated 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
A Day In The Life Manage a designated customer/sales territory while balancing team leadership responsibilities; serve as primary point of contact for order management and issue resolution. Provide accurate pricing, availability, and order status information to internal and external customers. Process, monitor, and expedite orders to ensure timely fulfillment and customer satisfaction. Review and act on escalations and expedite requests, coordinating with supply chain partners as needed. Monitor phone/email queues, identify volume trends, and recommend staffing or workflow adjustments. Support daily team operations, workload balancing, and overall service level performance. Assist with training, onboarding, and mentoring team members to build skills and knowledge. Partner cross-functionally with Sales, Operations, Product Management, Technical Services, Quality, and Logistics to resolve customer issues. Apply special pricing agreements and prepare quotes within established guidelines. Ensure accurate documentation and coding of customer interactions and required reporting. Serve as a subject matter expert in SAP and Salesforce, supporting troubleshooting, system adoption, and best practices. Maintain and develop SOPs, work instructions, dashboards, and reports to drive consistency and visibility. Act as liaison with distribution centers and operations to resolve delivery, logistics, and delivery drop issues. Participate in on-call rotation and support storm/emergency response activities as required. What will help you thrive in this role? A demonstrated history of resolving complex customer problems and proactively assisting colleagues across the customer service team. A demonstrated history of high customer excellence, no matter the challenge. While a Bachelor's degree is not required; an equivalent of dedicated 3-5 years in order resolution or customer service expeirence is required (in lieu of a 4-year degree). A minimum of 1-2 years of SAP and Salesforce experience is required - Or an equivalent system but similiar production and sales/order system. EDI and VMI experience is also preferred. Hubbell Incorporated 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