What are the responsibilities and job description for the Customer Care Specialist I position at Legrand AV?
Thank you for your interest in becoming part of the team at Legrand!
GENERAL PURPOSE
This position is responsible for providing information about the Company’s products and resources to customers and sales team members placing inquiries via phone, e-mail, or other communication channels. This position also performs other functions and follow-up activities related to product returns, customer care, order entry and order management.
Duties And Accountabilities
Essential Knowledge, Skills and Abilities Required:
Legrand AV is proud to be an Equal Opportunity Employer. You will be considered for this position based upon your experience and education, without regard to race, color, religion, age, sex, national origin, sexual orientation, ancestry; marital, disabled or veteran status. We are committed to creating and maintaining a workforce environment that is free from any form of discrimination or harassment.
If you'd like to work in a fun, creative, business-casual environment that offers a comprehensive benefit package, we encourage you to apply!
Legrand is an equal employment opportunity employer.
For California residents, please see the link for the Privacy Notice for Candidates. California law requires that we provide you this notice about the collection and use of your personal Information.
GENERAL PURPOSE
This position is responsible for providing information about the Company’s products and resources to customers and sales team members placing inquiries via phone, e-mail, or other communication channels. This position also performs other functions and follow-up activities related to product returns, customer care, order entry and order management.
Duties And Accountabilities
- Respond to requests and inquiries received via phone, e-mail, chat, text or fax by providing accurate information regarding pricing and availability, order tracking information, cross reference look ups, and product solutions (e.g. projection screen, building mounting, rack configuration, camera specification, etc.) for our customers
- Enter orders received via e-mail, EDI, phone or other communication channels
- Follow-up with customers whose orders are incomplete or have issues that need to be resolved to ensure world class customer care
- Assist customers in navigating to and using website
- Process incoming requests from customers for returns and/or credit within brand guidelines, and, when applicable, giving estimates for repair and providing follow up to ensure timely processing
- Respond to customer non-technical problems in a timely fashion
- Identify opportunities to cross-sell or up-sell products from customer-initiated contacts
- Enter customer feedback tickets into SAP on a timely and consistent basis, regarding the types of calls and inquiries being received
- Maintain current knowledge of company products and processes through training and other available resources
- Follow established procedures to complete work
- Perform work at or above pre-established performance objectives
- Understand workplace hazards and take steps to proactively prevent and report hazards or injuries in the workplace. Cooperate in Safety Programs, initiatives, and investigations.
- Demonstrate our core values of Customer, People, Integrity, Teamwork, Continuous Learning & Improvement, and Empowerment & Accountability
Essential Knowledge, Skills and Abilities Required:
- Ability to multi-task and manage several duties simultaneously is essential
- Demonstrated customer-focus orientation
- Outstanding listening, comprehension and oral/written communication – including grammar, spelling, punctuation and writing composition skills
- Strong attention to detail, organization and follow-through skills
- Strong problem-solving skills
- High degree of professionalism including flexibility and willingness to change schedules to meet customer needs
- Proven ability to work independently and as a member of a team
- High degree of confidence and resourcefulness
- Proven reliability – attendance and punctuality
- Intermediate personal computer skills including prior use of standard functions with word processing, spreadsheet and e-mail packages
- Strong 10-key and keyboarding skills
- High school diploma or equivalent with minimum of three years of customer care experience, preferably in a product support call center affiliated with manufacturing
- Scheduled hours for employees in this position vary by location to support business hours
- Overtime and weekend hours may occasionally be required
- Bachelor’s Degree in marketing, sales, finance, or other business-related field
- Previous experience with SAP application and contact management (ACD) system
- While performing the duties of this job, the employee is regularly required (for the majority of the working day) to sit and make coordinated movements of the fingers for data entry on a keyboard.
- General office (call center) environment
Legrand AV is proud to be an Equal Opportunity Employer. You will be considered for this position based upon your experience and education, without regard to race, color, religion, age, sex, national origin, sexual orientation, ancestry; marital, disabled or veteran status. We are committed to creating and maintaining a workforce environment that is free from any form of discrimination or harassment.
If you'd like to work in a fun, creative, business-casual environment that offers a comprehensive benefit package, we encourage you to apply!
Legrand is an equal employment opportunity employer.
For California residents, please see the link for the Privacy Notice for Candidates. California law requires that we provide you this notice about the collection and use of your personal Information.
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