Sr Manager, Customer Service - Greenville, SC

Job Overview

The Senior Customer Service Manager is responsible for training, directing, staffing and planning the customer service activities of the company.  The manager will determine the future direction of the customer service group, detail the operational requirements and develop the staff to support the provision of required services.  The manager will coach and train the staff in the best in class service skills and monitor performance to insure a consistently high level of results.  The manager will also handle all high visibility customer service requirements that exceed the capabilities of the customer service representative drawing upon other management personnel in the organization to meet extraordinary needs

A Day In The Life

• Define the future direction and customer service requirements of the organization to meet the changing customer expectations.
• Train and coach the staff in new skills that are tailored to the needs of the customer base and meet the future requirements.
• Measure and manage performance of staff in key indices to insure continuous improvement in our skills and results.
• Provide assistance in meeting unusual customer requirements by coordinating management resources and acting as point person.
• Liaise with Marketing, Technical Service and Pricing to develop sound and efficient processes and procedures that provide exceptional service.
• Prepare and present management reports on current state of operations and future plans in order to keep personnel informed and to build support for future projects.
• SAP SD Lead is the main point of contact for the functional area to communicate procedural changes, access requirement and any business related issues experienced during daily operations. Communicate any effective changes that may improve overall processing of quote and order processing for improved efficiencies.  Interface with other Site leads, along with SAP team in reviewing system operations and how they relate to the overall function of the system.

• Monitor order entry process as defined in the company guidelines. Ensure the review purchase orders to be certain requirements are adequately defined and documented; differences are resolved before order entry and Gleason has the capability to meet contractual requirements.
• Discuss important quotations, significant purchase orders, returned goods requests, and any other important transactions with REPs, RSMs, VP Sales, and VP/GM.
• Approve Return Goods Authorizations, Warranties, and Credits within established guidelines.
• Ability to travel on an as needed basis (no more than 25%)

What will help you thrive in this role?

• Bachelor degree with 10 years of industry experience
• Strong SAP skills and experience
• Communication Skills: Strong written and verbal communications skills.
• Computer Skills: Must have strong Microsoft Office, e-mail and other PC application skills.
• Problem Solving: Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics.
• Project Management: Develops project plans; coordinates projects; communicates changes and progress; completes projects on time and budget; manages project team activities.

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