Customer Service Operations Manager

Hubbell Incorporated•Centralia, MO

About The Position

Lead, mentor, and supervise Customer Service Operations Team as they satisfy, transact, communicate and resolve business solutions with our customers and sales organization. Be the subject matter expert as it relates to managing our business including but not limited to; SAP, Salesforce, Quality Control, and Quote and Sales process requirements and improvements. Continuously elevate the overall value proposition of the customer service organization. Improve the customers’ experience with Hubbell. Create engaged customers and help facilitate growth. Support the organization’s commercial objectives by helping the team strengthen customer relationships, improve responsiveness, and drive customer preference for our brands. Identify opportunities to improve processes, communication flow, and operational efficiency to enhance both customer experience and internal effectiveness. Advocate for the customer and customer support team by driving alignment, responsiveness, and accountability across internal stakeholder groups. Drive adoption and effective utilization of ERP, CRM, and digital tools to improve visibility, workflow consistency, reporting, and customer communication. Strong understanding of contact center metrics and operational levers (e.g., CSAT, AHT, FAT). Champion low-effort, high-impact customer interactions across all channels. Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes. Share operational insights and learnings to inform future improvements in service design and training content. Function as the primary training/coaching resource for the team and help to identify when additional training is required for members of the team. Evaluate individual and teamwork loads. Monitor real-time metrics and trends to proactively address issues and optimize service levels. Interact with customers and garner feedback of HPS services, products, and processes. Ensure adherence to company policies, including signature authority, credit policy, shipping guidelines, and cancellation processes.

Requirements

Strong people leadership skills.
Commercial awareness.
Operational problem-solving abilities.
Ability to drive accountability and responsiveness across multiple stakeholder groups.
Minimum 5 years customer service experience.
Minimum 5 years operations experience.

Nice To Haves

BA/BS in Business or related fields preferred.
Strong understanding of contact center metrics and operational levers (e.g., CSAT, AHT, FAT).

Responsibilities

Lead, mentor, and supervise Customer Service Operations Team.
Act as a subject matter expert for SAP, Salesforce, Quality Control, and Quote and Sales process requirements and improvements.
Improve customer experience and facilitate growth.
Strengthen customer relationships, improve responsiveness, and drive customer preference.
Identify opportunities to improve processes, communication flow, and operational efficiency.
Advocate for the customer and customer support team by driving alignment, responsiveness, and accountability.
Drive adoption and effective utilization of ERP, CRM, and digital tools.
Champion low-effort, high-impact customer interactions.
Improve customer service quality results by studying, evaluating, and re-designing processes, establishing and communicating service metrics, monitoring and analyzing results, and implementing changes.
Share operational insights and learnings.
Function as the primary training/coaching resource for the team.
Monitor real-time metrics and trends to proactively address issues and optimize service levels.
Interact with customers and garner feedback.
Ensure adherence to company policies, including signature authority, credit policy, shipping guidelines, and cancellation processes.
Price Authorization within Established Guidelines.
Commercial Risk Authorization Within Established Guidelines.
Shared/recommend decisions concerning Customer Service procedures and policies.
Initiates and controls the order entry process.
Shared/recommend decisions concerning quotation proposals.
Helps to identify areas of training need.
Monitors workflow and communication issues.