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Customer Service Rep III - Shelton, CT

Date: Nov 19, 2018

Location: CT, US

Company: Hubbell Incorporated

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.

Posting Address

Shelton, CT

Position Overview

Master all functions of Customer Service to retain and increase sales to customers by efficiently and courteously satisfying their needs with respect to ordering, shipping, invoicing, claims and adjustments, inquiries, complaints and related activities.  Provide technical assistance in regards to product application and product substitution/replacement.  As the principal point of contact between customers and the Company, the Customer Service Representative is recognized as performing a vital function in the chain of customer satisfaction.

Duties and Responsibilities

  • Handles incoming calls relative to taking inquiries, new orders, order changes, order cancellations, incorrect shipments, requests for proof of delivery, verification of shortages and invalid/discontinued/suggested replacement items.  Provide price and delivery as required.  The total monthly phone calls answered and the percentage of phone calls answered, must be equal to or above the department monthly minimum acceptable standards, as defined by departmental policy.  Continuous improvement is required as skills and knowledge increase.
  • Accept and enter into the system all new orders phoned or faxed into customer service.  Faxed orders are managed thru an On Base Imaging System. Look up appropriate data pertaining to the order (customer number, consignee number, quote number, etc.) in SAP R/3 Operating System.  Verify the order for accuracy.  The total number of orders processed through On Base (total processed and entered) and the percentage of orders processed through On Base (total processed and entered) must be equal to or above the department monthly minimum acceptable standards, as defined by departmental policy.  Continuous improvement is required, as skills and knowledge increase.
  • Accept and enter RUSH orders phoned in to Customer Service and follow through for shipment.  Provides air bill numbers, flight numbers and routing of air shipments to our distributors when requested.  Expedites delivery of urgently needed distributors’ orders through production control and other manufacturing locations.
  • When accepting quoted orders, verify that quote is in the system and has not expired.  If quote is not in system or has expired, route document in OnBase to the Quotations Department with a note indicating why order cannot be entered.
  • Monitor key department service indicators such as quantity of orders to be processed and entered, number of customers on hold and the hold time. Communicate with other Customer Service Representatives to reallocate resources to maximize overall service to customers. Phone coverage takes precedent over order entry unless instructed otherwise by Management.
  • Respond to customer requests for shipping information. Review current stock position, customer backorders, material in transit and plant production notes in SAP to determine appropriate shipping date. If unable to determine a shipping date, send request to Customer Service expeditor. Provide follow-ups daily.
  • Provide telephone numbers to end users looking for Hubbell distributors.
  • Personally handle all requests for order changes or cancellations to orders in the system.  Note in text of the order that change/cancellation was made indicating the data of change, the name of the person requesting the change, and the actual change made to the order.
  • Handle customer complaints in a courteous, helpful, professional manner.
  • Maintain good customer relations at all times.  Provide reliable and prompt communications to and from distributors and Wiring Device/Kellems direct accounts both written and verbal on jobs they are working on. 
  • Must be able to analyze and evaluate problems that arise, and solve or get the answers expeditiously and thoroughly.  Advise Customer Service Management of any problems (difficult customers, extended production dates, etc.).
  • Accept and enter into the system requests phoned into customer service for returned goods permit.  Look up appropriate information pertaining to the request (order document, quote information, etc.).  Fax a copy of the permit to the distributor if requested.
  • Perform other duties as necessary.  Assist in other functions, projects, etc. as required.

Skills and Experience

Four-year college degree preferred with additional courses in customer servicing / telephone techniques or High School degree with a minimum of 5 years of related customer service experience.

 

Good command of the English language, strong phone skills and pleasant personality are required.

 

Electrical and/or Mechanical knowledge or aptitude is a plus.

Education

Bachelors Degree in Business

 

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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