Customer Service Team Lead

Hubbell Incorporated•Manchester, NH

About The Position

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. 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.

Requirements

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.
An equivalent of dedicated 3-5 years in order resolution or customer service experience 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 similar production and sales/order system.

Nice To Haves

EDI and VMI experience is also preferred.

Responsibilities

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.