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Customer Service Project Analyst - Shelton, CT

Date: Jul 26, 2019

Location: Shelton, CT, US, 06484-4300

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:

 

  • Oversee, monitor, maintain, and enhance all system applications to facilitate accurate, timely and efficient processing of inquiries, orders, quotations and other customer service responsibilities. Utilize business experience, technical expertise and analytical skills to proactively develop and implement process improvements including training and work instructions for the Customer Service Department.
  • Perform all Project Management responsibilities for system changes / upgrades. This includes development of project scope, comprehensive project plan including high level requirements and detailed responsibilities, project schedule, testing and implementation.
  • As the liason for the Customer Service Department, this position is recognized as performing the vital function of identifying and communicating all system related problems to the appropriate support personnel including outside service providers. This position will require extended work hours and travel (typically 3 to 4 times per year).
Duties and Responsibilities:

 

  • Applications include but are not limited to SAP S/4, On Base Imaging System, Phone System, Rightfax, Outlook, Electronic Data Interchange (EDI), MyHubbell Portal and CompuCom IT Service Management System.
  • Manage a wide variety of projects with keen attention to detail and minimal guidance from management. Develop project plans and task lists to insure thorough and timely completion. Schedule team meetings to review progress, identify and recommend best practice solutions to resolve roadblocks. Communicate status and alert management of any issues.
  • Assist with testing to support the business and corporate initiatives. Develop test plans and enter results into the HP Quality Center. Attend team meetings to review testing results. Strict adherence to testing procedures, milestones and deadlines is required.
  • Proactively develop and implement new processes and process improvements initiatives to improve customer service and/or streamline departmental practices. Confer with management and supervisory personnel to determine requirements.
  • Develop training materials and schedule meetings with appropriate personnel. Monitor process compliance and conduct re-training as necessary.
  • Develop and process departmental reports to improve service levels by conducting order maintenance activities. Oversee product phase-in / phase-out process and modify system parameters accordingly.
  • Provide key metrics to Customer Service Management Team. Analyze anomalies and provide insight into root causes and corrective actions when necessary.
  • Create and maintain standardized work procedures / forms for the Customer Service Department.
  • Act as the central point of contact for Customer Service hardware problems including copiers, printers, computers, phone equipment and accessories.
  • Assist the Customer Service Management team in scheduling, monitoring and adjusting the department schedule to optimize performance. Responsible for all portal related issues. This includes specification development, enhancements, testing, administration of ID’s and passwords.
  • When required, perform traditional Customer Service duties to maintain acceptable service due to unusually busy business activity or resource constraints.
Skills and Experience:

 

  • Four-year college degree.
  • five years of customer service experience
  • Knowledge of inquiry to order and delivery to billing processes utilizing SAP S/4 enterprise resource planning system required.
  • Strong project management skills are critical with a proven record of successful project implementations.
  • Advanced skills also required in MS Windows based applications of all types; especially Excel, PowerPoint and Word.
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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