Corporate Overview
Hubbell Incorporated was founded in 1888 and has grown into an international manufacturer of quality electrical, lighting and power solutions with more than 75 brands used and recognized around the world. Our founder, Harvey Hubbell, developed tooling and equipment to serve the growing demand for new assembly and manufacturing machinery during the industrial revolution. An early, and one of many patents awarded, came for the creation of the first practical method to control electricity through the pull chain socket that remains unchanged today. As a market leader in reliable, electrical solutions, we provide more than half a million products delivered through our various business groups. Hubbell is committed to continually innovating solutions that work, transforming old products with new ideas, and ensuring that we Energize, Enlighten and Empower the communities that support us.
Division Overview
Hubbell Commercial & Industrial (HCI) provides solutions for a broad range of non-residential and residential construction, commercial and industrial applications along with high-voltage test and measurement solutions. As a leading global manufacturer and supplier in multiple markets, we have quality products that serve the commercial construction, datacom, industrial light, industrial heavy, high voltage, residential and oil & gas markets. HCI has built its success through strong leadership, employee and customer loyalty and an exceptional sales force.
Brand Overview
RACO, Taymac, Bell, Wiegmann, Acme
Posting Address
3902 W Sample St.
South Bend, IN 46619
- CS
Position Overview
The Director of Customer Service leads a customer-focused team whose mission is order management, seamless issue resolution and focus on total customer satisfaction. The mission of this role is to develop a world class customer service team based on best practices (based on external benchmarks), robust processes and impeccable order fulfillment records. Ultimately, maximizing customer satisfaction utilizing best practices is the most important objective of this position.
Duties and Responsibilities
- Develop best in class customer service team and drive a culture of constant improvement
- Focuses team on performance to achieve the highest levels of customer satisfaction
- A key team member of the leadership team working to improve strategic objectives with Sales, Operations and Marketing leaders
- Establishes a framework of key process indicators/metrics that is used to consistently ensure accountability. And used to improve the level of automation in the order intake process
- Standardize employee skill set training
- Serve as a liaison to operations on customer issues
- Work with Sales team to ensure all customers have accurate & timely information
- This position is responsible for leading a customer service team consisting of about 50 employees in a matrixed team environment.
Skills and Experience
To perform this job successfully, this customer service leader is likely to have risen through the ranks, gaining qualifications as well as front-line experience in a manufacturing operations environment in addition to customer service.
- Leadership skills to inspire and always encourage staff to continue providing the highest standards of service
- Minimum of 10 years’ experience in service and support related roles.
- Demonstrated ability to define and execute multiple priorities using resources effectively and tailoring approach to meet efficient objective attainment.
- Skills in developing and managing proper metrics are required to properly monitor performance.
- Exceptional interpersonal and written communication skills.
- SAP HANA knowledge preffered
Education
Bachelors Degree in Business
Masters Degree in Marketing
