Customer Support Analyst

Position Description

At a Glance

 

Legrand has an exciting opportunity for a Customer Support Analyst  to join the Data, Power and Control Team in New London, CT.

 

Responsible for validating and completing incoming customer orders to ensure effective execution of orders from placement to delivery. Works closely with the Planning and Warehouse teams in optimizing order fill and line fill for customer orders. Manages customer orders and proactively communicates to prevent issues that could impact delivery on time in full. Manages all inbound calls from internal and external customers as it relates to order management, inquiries and non-conformances. Maintains an effective relationship and coordinates communications between customers, field sales, distribution, purchasing, planning, manufacturing and marketing.

Main Job Duties:

o Validates and executes orders for quality data, including product files, customer data, pricing discrepancies, order date alignment and shipment method based on customer’s direction.

o Provides direct interface between customers and internal team members. Establishes and maintains a positive relationship in problem resolution. Empowered to work independently with Regional Sales Manager, sales representatives and customers to identify possible improvements to help leverage the Company's capabilities. Interacts with customers to make recommendations to ensure the completeness and accuracy of orders in order to meet the customers’ needs.

o Conducts ongoing reviews with sales and rep agency groups on upcoming projects, critical stock issues and partial shipment information on sales orders. Collaborates with the quotation team to ensure customer expectations are met.

o Manages SAP reports to identify incomplete sales orders, required data maintenance, on-time delivery, manage EDI errors, etc.

o Assists with managing customer order/line fill and on-time delivery with the goal to maximize order fill while ensuring on-time delivery to the customer. Leads or participates in identifying key drivers which hinder the Company from achieving order and line fill goal of 90%.

o Communicates and coordinates with warehouses and OEM suppliers on orders outside the normal policy or normal production, capability etc., to enable the Company a better opportunity to service the customer.

o Evaluates trade-off of time, cost and service to satisfy both the Company and its customers.

o Manages the order-to-delivery flow for key customers / project orders.

o Resolves conflicts/issues in shipping and delivering orders on time as requested by the customer.

o Performs other similar and related duties as required.

 

Qualifications

Education: B.S. degree in Logistics or Business or equivalent work experience

 

Experience: 3+ years of relevant Customer Service or Sales experience

Skills/Knowledge/Abilities:

• Excellent skills in project management, demonstrated ability to make timely and effective decision, handle multiple priorities and effectively delegate responsibilities to ensure high quality service is delivered on time and within budget.
• Independent judgment is required to plan, prioritize, organize and accomplish a diversified work load and effectively manage the requirements of multiple customers concurrently.
• Must have demonstrated exceptional customer service skills and a strong customer orientation.
• Strong computer skills, proficient with word processing, spreadsheet and presentation software, e-mail and meeting management software as well as business specific software supporting business applications. Ability to use internet and web based resources efficiently and effectively. Experience with SAP is desired.
• Must be highly collaborative and able to work in a team based environment. Fosters open communication and supports an environment of innovation and creative change.
• Demonstrated problem analysis and problem resolution at both a strategic and functional level.
• Must have excellent verbal and written communications skills and be able to communicate effectively across all levels of the organization. Must be an effective listener, able to maintain focus extract necessary information and validate understanding of the information. Able to create effective reports, presentations and business correspondence

Salary ands Benefits:  $45,000 - $50,000 plus annual discretionary bonus

LNCA offers comprehensive medical, dental and vision coverage, as well as distinctive benefits like a high employer 401K match, above-benchmark paid maternity and parental leave, paid time off to volunteer, and an active/growing Employee Resource Group networ