Customer Service Team Lead

Job Overview As part of a world-class service team, the Customer Service Team Lead will primarily be responsible for the training activities, Salesforce system knowledge, and resolution of escalated inquiries for the customer service team, in addition to performing regular customer service duties. A Day In The Life Manage a designated customer/sales territory while balancing team leadership responsibilities; serve as primary point of contact for order management and issue resolution. Provide accurate pricing, availability, and order status information to internal and external customers. Process, monitor, and expedite orders to ensure timely fulfillment and customer satisfaction. Review and act on escalations and expedite requests , coordinating with supply chain partners as needed. Monitor phone/email queues , identify volume trends, and recommend staffing or workflow adjustments. Support daily team operations , workload balancing, and overall service level performance. Assist with training, onboarding, and mentoring team members to build skills and knowledge. Partner cross-functionally with Sales, Operations, Product Management, Technical Services, Quality, and Logistics to resolve customer issues. Apply special pricing agreements and prepare quotes within established guidelines. Ensure accurate documentation and coding of customer interactions and required reporting. Serve as a subject matter expert in SAP and Salesforce , supporting troubleshooting, system adoption, and best practices. Maintain and develop SOPs, work instructions, dashboards, and reports to drive consistency and visibility. Act as liaison with distribution centers and operations to resolve delivery, logistics, and delivery drop issues. Participate in on‑call rotation and support storm/emergency response activities as required. What will help you thrive in this role A demonstrated history of resolving complex customer problems and proactively assisting colleagues across the customer service team. A demonstrated history of high customer excellence, no matter the challenge. While a Bachelor's degree is not required; an equivalent of dedicated 3-5 years in order resolution or customer service experience is required (in lieu of a 4‑year degree). A minimum of 1‑2 years of SAP and Salesforce experience is required – or an equivalent system but similar production and sales/order system. EDI and VMI experience is also preferred. Equal Employment Opportunity Statement 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. Disclaimer The above summary of position responsibilities and requirements is not intended, and should not be construed, to be an exhaustive list of duties, skills, efforts, physical requirements, or working conditions associated with the position. It is intended to be an accurate reflection of those principal position elements essential for making decisions related to position performance, employee development, and compensation. #J-18808-Ljbffr