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    Customer Service Team Leader - Manchester, United States - Hubbell Lighting

    Hubbell Lighting
    Hubbell Lighting Manchester, United States

    3 weeks ago

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    Description

    **Customer Service Team Leader**

    **Location:** Manchester, NH, US, **Position Overview**

    As part of a world-class service team, lead the training activities, Salesforce and resolution of escalated inquiries for the customer service team, in addition to performing regular customer service duties.

    **Duties and Responsibilities**

    -Provide price and availability, order status, and general customer information upon request

    -Interpret and communicate information from ERP system and customer portal to customers

    -Process, resolve, and expedite orders

    -Monitor phone and email queues and recommend a shift to managers when incoming traffic is greater than acceptable thresholds

    -Collaborate with team members to balance out workload leading to a fast, high quality response for the customer

    -Maintain composure, empathy, and positive attitude in extremely fast-paced team-environment

    -Collaborate with order resolution, technical service, product management, and sales, quality, warehouse, planners, and buyers as needed in service of the customer

    -Participate in on-call rotation (approximately 4 times per year)

    -Code calls/emails/chats to accurately reflect interaction type

    -Complete customer spreadsheet and other special notifications

    -Utilize strong technical knowledge to handle more advanced product-related inquiries

    -Look up special pricing agreements and convey accurate price to internal and external customers

    -Create quotes as permitted within pricing guidelines

    -Review escalated expedite requests from customer service representatives and salespeople: evaluate business case and proceed to expedite supply chain when appropriate.

    -Establish training schedule and facilitate training for customer service team, under oversight of manager

    -Facilitate creation of customer order reports and presentations

    -Manage key accounts, challenging accounts, and challenging salespeople

    -Process nuclear orders

    -Execute BURNDY storm response (open warehouse off-hours, arrange specialized transportation, engage necessary internal resources)

    -Interface between the distribution center, customer service, and operations to resolve issues with delivery drops

    -Serve as SAP knowledge resource, engaging other company contacts as needed to support continuous learning and advanced troubleshooting. Mentor other team members on SAP knowledge.

    -Create work instructions to support training sustainability.

    -Serve as the Salesforce Lead and Team Mentor, engaging other company and business units contacts as needed to support department integrations and utilization of service cloud. Creating best practices for email to case and chat to case

    Create, maintain and monitor daily dashboards and reports for Salesforce, Phone Systems, and general workload

    **Skills and Experience**

    A demonstrated history of resolving complex customer problems and proactively assisting colleagues across the customer service team. A no-quit, no-complaint attitude. Bachelor's degree or equivalent experience preferred (3-5 years in order resolution or customer service). SAP and Salesforce experience required. EDI and VMI experience preferred.

    **Education**

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