Senior Manager Customer Service

Hubbell Incorporated

About The Position

The Senior Manager, Customer Service leads the Customer Service organization supporting Killark, Hawke US, Rig Power, and Vantage brands. This role is accountable for transforming customer service into a territory-aligned, customer-focused operating model that delivers consistent, high-quality customer experiences. Responsibilities include establishing KPI definitions and governance, building Salesforce reporting visibility, driving proactive customer communication and self-service adoption (Hubbell Connect), and partnering cross-functionally with Sales, Operations, Product Management, AR, Pricing, and Project Management to improve lead times, on-time delivery performance, and issue resolution. The Senior Manager sets clear role ownership and expectations, develops talent through structured training and coaching, and drives standard work through playbooks and SOPs aligned with Hubbell best practices.A Day In The LifeEvery day at Hubbell is different and you’ll contribute in many ways. On any given day, you’ll make a difference by: Lead the shift from a call-center centric model to a territory-aligned Inside Sales/Territory Management structure, ensuring a single point of contact (POC) for customers and internal sales teams within each territory. Define, standardize, and govern core customer service KPIs (e.g., lead time from order entry to invoice, case volume, service order touch time, returns) including clear definitions, targets, and review cadence with leadership. Build reporting and visibility through Salesforce (and related tools) to enable accountability, audits, documentation, and action tracking across the CS workflow. Establish a customer-centric problem resolution process that empowers the team to resolve issues quickly, reduces escalations, and ensures consistent follow-up with customers and internal stakeholders. Design and implement a consistent training curriculum for customer-facing roles, covering communication, technical/product knowledge, problem-solving, and cross-training on production processes/constraints to improve customer interactions. Drive proactive customer communication and expectation-setting on lead times, changes, and updates; increase adoption of automated order status notifications and improved self-service through Hubbell Connect. Develop and deploy a Customer Service Playbook and standardized SOPs (including escalation paths, order date management, returns, and project order management) aligned with HES harmonization and best practices. Lead a structured operating cadence (weekly/monthly) with senior leadership and key partners (Sales, Operations, Product Management, Pricing/Quoting, AR, and Project Management) to review performance, unblock constraints, and align on customer commitments. Create and communicate a monthly reporting package for the CS organization (top-down and bottom-up) that includes KPIs, trend drivers, root causes, and prioritized countermeasures to improve service levels. Own territory analytics and backlog management to protect customer commitments; partner with Operations to improve on-time delivery and reduce lead time through root-cause analysis and corrective actions.

Requirements

10 - 15 years of progressively responsible customer service experience (required)
Proven experience in customer service management, with a track record of improving customer satisfaction and KPIs (required)
Strong leadership and team management skills (required)
Bachelor’s Degree or equivalent degree with significant experience
Excellent communication and problem-solving skills
Proven time management skills: ability to prioritize and complete multiple tasks effectively
Results-oriented with a track record of delivering results in a fast-paced environment
Analytical and data-driven decision-making skills
Proficiency in customer service software and technology
Experience leading a customer service transformation (restructure, role clarity, standard work, KPI governance) and managing change with measurable outcomes.
Strong CRM/Salesforce proficiency to build dashboards, case management discipline, and actionable reporting that drives accountability and improved customer outcomes.
Demonstrated ability to partner with Operations, Sales, Product Management, Pricing/Quoting, AR, and Project Management to manage complex/project orders and improve lead times and on-time delivery performance.

Responsibilities

Lead the shift from a call-center centric model to a territory-aligned Inside Sales/Territory Management structure, ensuring a single point of contact (POC) for customers and internal sales teams within each territory.
Define, standardize, and govern core customer service KPIs (e.g., lead time from order entry to invoice, case volume, service order touch time, returns) including clear definitions, targets, and review cadence with leadership.
Build reporting and visibility through Salesforce (and related tools) to enable accountability, audits, documentation, and action tracking across the CS workflow.
Establish a customer-centric problem resolution process that empowers the team to resolve issues quickly, reduces escalations, and ensures consistent follow-up with customers and internal stakeholders.
Design and implement a consistent training curriculum for customer-facing roles, covering communication, technical/product knowledge, problem-solving, and cross-training on production processes/constraints to improve customer interactions.
Drive proactive customer communication and expectation-setting on lead times, changes, and updates; increase adoption of automated order status notifications and improved self-service through Hubbell Connect.
Develop and deploy a Customer Service Playbook and standardized SOPs (including escalation paths, order date management, returns, and project order management) aligned with HES harmonization and best practices.
Lead a structured operating cadence (weekly/monthly) with senior leadership and key partners (Sales, Operations, Product Management, Pricing/Quoting, AR, and Project Management) to review performance, unblock constraints, and align on customer commitments.
Create and communicate a monthly reporting package for the CS organization (top-down and bottom-up) that includes KPIs, trend drivers, root causes, and prioritized countermeasures to improve service levels.
Own territory analytics and backlog management to protect customer commitments; partner with Operations to improve on-time delivery and reduce lead time through root-cause analysis and corrective actions.