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Order Resolution Representative - Londonderry, NH

Date: Nov 19, 2020

Location: Londonderry, NH, US, 03045

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 Construction & Energy (HCE) focuses on products to support four business segments: Connectors, Grounding & Tooling, Gas Connectors & Accessories, Harsh & Hazardous, and Distribution. With markets in renewable energy, lighting, transportation, data center, telecom, utility, extreme environment, gas and water distribution, power generation and oil & gas, we guarantee that our products set the standards for industry solutions. Our success not only depends on our value proposition, but on the strength, knowledge and expertise of our employees.
Posting Address

Londonderry NH

Position Overview

Work within Customer Service team to resolve manually and Electronically transmitted (EDI) order fine points regarding discrepancies in price, part number issues, order unit of measure, transit ship via and any other area that requires clarification for the order to be confirmed.  Responds to customer general information inquiries in worklow.  Keeps managers aware of backlog in work que’s and order issues that require escalation prior to confirmation.  Coordinates best effort with co-workers in resolution team to balance out workflow queues.  Serves as backup phone support, multi media webchat and Avaya email for Customer Service based on need.

Duties and Responsibilities
  • Maintain a strong, positive attitude and composure while managing an extremely fast pace and potentially difficult situation.
  • Responsible for maintaining work queues in work flow management system for manual orders, EDI orders and customer inquiries
  • Reviews EDI error log and resolves immediate order in addition to addressing root cause
  • Handles general product and book price inquiries and correspondence from customers and the field sales force.
  • Coordinate resolution of customer complaints, returned goods, and any discrepancies.
  • Must be able to effectively interpret and communicate information from ERP system to internal and external customers 
  • Understand how to use and interpret the customer portal
  • Communicate with Marketing, Quality and Manufacturing to identify and solve customer requests and problems.
  • Communicate special order processing requirements such as special shipping instructions, emergency delivery requirements, etc
  • Handles special reporting for customer as required.
  • Overflow call volume to balance department staffing needs to include multimedia, web chat and email.
  • Participate in continuous department offered product training to better assist the customer
  • Respond for the accurately recoding of calls, emails abd chats by interaction type
  • Assist team in achieving departmental goals.
  • Performs related work as assigned.
     
Skills and Experience

•    High school diploma or general education degree (GED)

•    6 months - 1 year related experience and/or training; or equivalent combination of education and experience

•    Communication Skills: Strong written and verbal communications skills.

•    Computer Skills: Must have strong Microsoft Office, e-mail and other PC application skills.
 

Education
High School Diploma

 

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.


Nearest Major Market: Manchester
Nearest Secondary Market: Nashua

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