International Customer Service Director

4 weeks ago

Columbia, Missouri, United States Hubbell Incorporated Full time
Job Overview

As a key member of our team, you will lead, mentor, and supervise the International Customer Service team in delivering exceptional customer experiences. Your expertise will be crucial in managing our international business, including country of origin applications, import/export duties, and international quote and sales requirements. You will be responsible for elevating the overall value proposition of our international customer service organization.

This is a hybrid role with 3 days in our Centralia office each week, offering a unique blend of remote and in-office work. You will be expected to improve customer satisfaction, create engaged customers, and facilitate growth.

A Day In The Life
  • Improve customer experience with Hubbell Power Systems (HPS) by creating engaged customers and facilitating growth.
  • Manage and monitor order entry processes as defined in company guidelines.
  • Ensure review of purchase orders with certain requirements are adequately defined and documented, and differences are resolved prior to order entry.
  • Discuss important quotations, significant purchase orders, returned goods requests, and other important transactions with Sales and Product Groups.
  • Review customer terms and conditions and resolve exceptions to the customer's and HPS's satisfaction.
  • Interact with customers and gather feedback on HPS services, products, and processes.
  • Improve customer service quality results by studying, evaluating, and redesigning processes, establishing and communicating service metrics, monitoring and analyzing results, and implementing changes.
  • Function as the primary training/coaching resource for the team and help identify when additional training is required for team members.
  • Approve Return Goods Authorizations, Warranties, and Credits within established guidelines.
  • Monitor customer deductions/returns and ensure department cycle time goals are met.
  • Work directly with Corporate Trade & Compliance related to issues of sanctioned parties, embargoed countries, etc.
  • Ensure Customer Service, Sales, and Business Units are updated and trained on Buy America/Buy American policy.
  • Ensure Free Trade Agreements and Country of Origin Requests are provided in a timely manner.
  • Provide all required and country-specific documentation required to conduct business with our foreign channel partners.
What Will Help You Thrive In This Role?

PHYSICAL REQUIREMENTS: Ability to travel on domestic and international business-related trips; ability to communicate; ability to work on a personal computer or other related equipment as required.

RECOMMENDED EDUCATIONAL BACKGROUND: BA/BS in Business or Marketing related fields preferred. Minimum 5 years customer service experience and international customer service experience strongly preferred.

LEVEL OF DECISION MAKING:

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 communicates issues to CSM.

Evaluate/perform annual review of subordinates

Competencies
  • Building Relationships and Networks
  • Coaching and Developing Others
  • Communicating and Influencing
  • Customer Focus
  • Developing Trust and Inspiring Others
  • Emotional Intelligence
  • Enabling Execution
  • Initiative and Drive
  • Global Business Acumen
  • Innovation and Change
  • Leveraging Learning and Feedback
  • Planning, Organizing, and Decision Making
  • Positive Approach and Stress Tolerance
  • Resolving Conflict
  • Technology Agility

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, and 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 Utility Solutions

Hubbell Utility Solutions (HUS) enable the grid to conduct, communicate, and control energy across utility applications. HUS provides the critical components that allow the grid to reliably transmit and distribute energy, as well as the communications and controls technologies to make the grid smarter and more flexible.

Hubbell Incorporated, its subsidiaries, and affiliates, is an EO Employer AA: M/F/Veteran/Disability. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, sexual orientation, gender identity, or any other protected class.

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