Customer Support Representative

Position Description

At a Glance

 

Legrand has an exciting opportunity for a Customer Support Representative to join the Electrical Wiring Systems Cablofil Team in Mascoutah, IL. Responsible for answering customer inquiries or complaints, processing orders, researching and resolving requests and utilizing product knowledge to improve sales and maintaining customer satisfaction. Maintains an ongoing relationship with customers, sales staff, distribution, purchasing, manufacturing and marketing.

 

What Will You Do?

• Uses professional written and verbal communications to provide pricing, availability, and schedule information within established guidelines. Suggest additional and/or alternative products or services to meet customer needs.
• Researches and obtains resolution of a variety of customer inquiries.  Serves as a communication link between customers and sales staff to assure responsiveness.
• Processes orders received by e-mail, telephone, Fax, EDI, and/or through personal customer contact. Expedites the delivery of selected orders. Tracks order activity and alerts appropriate staff of any potential delivery problems.  Performs backend order maintenance to ensure efficient order processing.
• Navigates MyLegrand, SAP, EZ Project and Salesforce.com.
• Tracks order activity to inform customer of any potential delivery problems.  Expedites the delivery of selected orders as needed.
• Fosters open communication internally and externally and champions creative change to improve processing and service levels. 
• Completes specific product training and department training to develop and enhance product knowledge and understanding of processes, procedures and protocols.  Provides guidance and assistance to new or less experienced staff.  Documents procedures as required.
• Provide point of contact for VIP customers for large/ special orders/projects and manage these accounts.  Coordinate all aspects of customer support, including customer communication, performance, auditing, etc., as it pertains to large projects. Schedule bi-weekly conference calls with internal sales team and customers to discuss status of the projects.
• Manage Export projects for specified customers.
• Travel as needed for site or customer visits, evaluate customer specific situations and make decisions that will ultimately satisfy our customer.  
• Performs other similar and related duties as required.

Qualifications

Required Skills

 

Education:

• Associates degree or equivalent education and experience.

Experience:

• Minimum of 2 year's experience in customer service or inside sales in a service/manufacturing environment.  Experience with manufacturing or electrical industry a must. ERP/MRP Experience a plus – SAP and SFDC a plus.

Skills/Knowledge/Abilities:

• Requires strong organizational and time management skills, close attention to detail and be able to effectively handle multiple priorities.  Ability to work in a high volume, fast paced environment with frequent interruptions and periods of high stress is a must.
• Central and South American representatives need be fluent in Spanish and knowledgeable of International Trade Standards.
• Strong computer skills, proficient with Microsoft Suite and e-mail.  Ability to use internet and web-based resources efficiently and effectively. 
• Must be highly collaborative and able to work in a team-based environment.  Must have demonstrated exceptional customer service skills and a strong customer orientation.
• Must have excellent verbal and written communications skills and be able to communicate effectively across all levels of the organization.

Company Info

About Legrand

Legrand is the global specialist in electrical and digital building infrastructures. Our comprehensive offering of solutions for residential, commercial, and data center markets makes us a benchmark for customers worldwide. We harness technological and societal trends with lasting impacts on buildings with the purpose of improving life by transforming the spaces where people live, work, and meet with electrical and digital infrastructures and connected solutions that are simple, innovative, and sustainable. Legrand is a global, publicly traded company listed on the Euronext (Legrand SA EPA: LR). For more information, visit www.legrandgroup.com/en

 

About Legrand North and Central America

Legrand, North & Central America (LNCA) is a leader in the AV, Lighting & Controls, Electrical, and Data Center markets. LNCA off