Customer Support Supervisor

2 weeks ago


Shelton, Connecticut, United States Hubbell Full time
Job Overview
As a pivotal leader in our customer service department, you will guide Customer Service Representatives (CSRs) at Levels 1 and 2 to ensure exceptional service delivery. Your focus will be on maintaining high standards of timeliness, accuracy, and adherence to our core service values. Collaborating closely with the customer service supervisor, you will manage resources effectively to enhance performance and assist with approvals and backorder management to ensure smooth order processing.
A Day In The Life
Your responsibilities will include:
1. Leading and training CSR1s and CSR2s in their designated roles, setting clear objectives and regularly reviewing progress throughout the year.
2. Conducting annual performance evaluations in line with Human Resources guidelines and implementing performance improvement plans for those who fall short of expectations.
3. Establishing annual goals for team members that align with departmental objectives.
4. Reviewing and approving employee timecards and managing time effectively.
5. Providing approval for credits, debits, and returns based on established protocols.
6. Offering service value assessments for CSR levels 1 and 2 based on their interactions via calls and emails.
7. Assisting in the implementation of process enhancements to boost productivity.
8. Monitoring service metrics throughout the day and being available to assist in high-demand situations.
9. Handling incoming inquiries from various stakeholders including team members, distributors, and production personnel.
10. Acting as the escalation point for complex service issues.
11. Delivering timely and effective solutions to service challenges.
12. Ensuring reliable, prompt, and courteous communication with both internal and external customers.
13. Preparing mid-month and monthly CSR volume reports for the supervisor.
14. Communicating any challenges and proposing solutions to the supervisor.
15. Assisting with backorder management to guarantee timely shipping of customer orders, utilizing SAP and Power BI for data extraction and analysis.
16. Monitoring internal controls and supporting audit processes, ensuring compliance with established procedures and reporting any concerns to management.
17. Performing other related duties as necessary to achieve job objectives efficiently and effectively.
What Will Help You Thrive in This Role?
- A Bachelor's Degree is preferred.
- A minimum of 2 years of supervisory experience is required.
- Excellent communication skills are essential.
- Familiarity with SAP is preferred.
- Proficiency in Microsoft Excel is preferred.
About Hubbell Incorporated
Hubbell is dedicated to creating critical infrastructure solutions that empower our customers, communities, and the planet. Strategically focused on enabling grid modernization and electrification, our innovative products support the transition to a more reliable and efficient energy infrastructure. Founded in 1888, we have established ourselves as a leading global manufacturer of high-quality electrical and utility solutions, essential for managing power across diverse industries and applications.

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