Customer Experience Representative I

At a Glance

Legrand has an exciting opportunity for a Customer Service Representative based at our West Hartford, CT facility. In this role, you will answer customer inquiries and complaints, process orders, research and resolve requests, and use product knowledge to improve sales and maintain customer satisfaction. The role maintains ongoing relationships with customers, sales staff, distribution, purchasing, manufacturing, and marketing.  

Responsibilities

What Will You Do?

• Use professional written and verbal communication to provide pricing, availability, and schedule information within established guidelines. Suggest additional and/or alternative products or services to meet customer needs.
• Processes orders received by email, 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.
• Resolves routine and basic problems and communicates solutions or requested information to the customer.
• Research and obtain resolution of a variety of customer inquiries. Serve as a communication link between customers and sales staff to ensure responsiveness.
• Analyzes a customer's service needs and refers to other service or technical departments for follow up as needed.
• Uses a customer relationship application or database to record activities and research product information.
• Track order activity and alert appropriate staff of any potential delivery problems. Perform backend order maintenance to ensure efficient processing.
• Foster open communication internally and externally and champion creative change to improve processing and service levels.
• Complete specific product and departmental training to develop and enhance product knowledge and understanding of processes, procedures, and protocols. Provide guidance and assistance to new or less experienced staff. Document procedures as required.
• Support committed accounts and/or sister companies to ensure delivery of exceptional service and to build commitment and satisfaction while providing complete solutions to issues.
• Perform other similar and related duties as required.

Qualifications

Education:

• Typically requires a high school diploma or equivalent experience.

Experience:

• May require 0-1 year of general work experience.

Skills/Knowledge/Abilities:

• Requires strong organizational and time management skills, close attention to detail, and the ability to effectively manage multiple priorities. Ability to work in a high-volume, fast-paced environment with frequent interruptions and periods of high stress is required.
• Strong computer skills, proficient with Microsoft Office Suite (Word, Excel, Outlook, PowerPoint), e-mail, and internet/web-based resources; ability to use these tools efficiently and effectively.
• Demonstrated exceptional customer service skills with a strong customer orientation.
• Ability to work in a high-volume, fast-paced environment with frequent interruptions and high-pressure situations.
• Excellent verbal and written communication skills, with the ability to communicate effectively across all levels of the organization.
• Strong interpersonal skills with proficiency in negotiation and influencing techniques.
• Knowledge of electrical concepts, a background in a manufacturing environment, and/or proficiency in a language other than English is a plus.

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 offers comprehensive medical, dental, and vision coverage, as well as distinctive benefits like a high employer 401K match, paid time off (PTO) and holiday pay, short-term and long-term disability benefit plans, above-benchmark paid maternity and parental leave, bonus opportunities in accordance with the Company’s incentive plans, paid time off to volunteer, and an active/growing Employee Resource Group network. For more information, visit legrand.us 

About Legrand’s Electrical Wiring Systems Division

Legrand’s Electrical Wiring Systems (EWS) division provides the most complete line of residential, commercial, and industrial electrical wiring devices in the world.  Through commitment to innovation and quality, EWS maintains the position of industry leader in wire and cable management and wiring devices categories, specializing in raceways, flexible floor, open space and outdoor power solutions, wire mesh cable trays and systems, and designer switches and outlets. With this comprehensive offering, EWS serves a range of exciting vertical markets, including commercial office and commercial interior, data centers, education, healthcare, hospitality, manufacturing, mixed-use developments and residential.  For more information, visit legrand.us/electrical wiring devices

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Equal Opportunity Employer