Customer Service Representative

At a Glance

Legrand has an exciting opportunity for a Customer Service Representative to join the Lighting & Controls division in Richardson, TX.

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, chat or fax. This position also performs other functions and follow up activities related to customer care, order entry and order management. Responsible for answering customer inquiries or complaints, processing orders, researching and resolving requests to improve sales and maintain customer satisfaction. Maintains an ongoing relationship with customers, field sales, distribution, purchasing, manufacturing, RSM’s and marketing. Provides day-to-day support for new staff.

What Will You Do?

• Respond to requests and inquiries received via phone, e-mail, chat or fax by providing accurate information regarding pricing and availability, order tracking information, cross reference look ups, and product solutions for our customers, etc.
• Establish and maintain relationships with key accounts while providing unparalleled customer service to these accounts ensuring orders are shipped on time, communication and expectations are clear, concise, and complete.
• Proactively communicate any expectations that will not be met to customers, Rep firms, and Sales agencies.
• Assist customers in navigating to and using website.
• Identify opportunities to cross-sell or up-sell products from customer-initiated contact.
• Enter orders received via our preferred channels, ePic, e-mail, EDI, or fax.
• Tracks order activity, and alerts appropriate staff of any potential delivery problems. Follow-up with customers whose orders are incomplete or have issues that need to be resolved to ensure world class customer care. Performs backend order maintenance to ensure efficient order processing.
• Expedites the delivery of selected orders as needed.
• Maintain current knowledge of all company products/brands and processes through training of available resources.
• Completes specific training modules 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.
• Fosters open communication internally and externally and champions creative change to improve processing and service levels. Takes on special projects or additional work as required. Delivers assignments within specified time allowance.
• Supports committed accounts and/or sister-companies to ensure delivery of exceptional service and to build commitment and satisfaction while providing complete solutions/resolutions to issues. This includes responsibilities assigned such as EDI.
• Follow established procedures to complete work & perform work at or above preestablished 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 Humble, Hungry, Smart, and Continuous Improvement.

Required Skills

Education and Experience:

• 2- Year college degree (certificate) or work equivalent.
• Minimum of 2- 4 Years of Experience in Support Role.

Special Job Requirements:

• Hours for employees in this position vary to support business hours of 8 am to 5:30pm M-F; new employees generally start with the 9 am to 5:30 pm shift.
• Overtime and weekend hours may occasionally be required.

Skills/Knowledge/Abilities:

• SAP experience preferred.
• Some business or technical college course completion.
• Industry knowledge, technical, electrical and/or mechanical experience or aptitude is preferred.
• Previous experience with Interactive Customer Operating System (PureCloud/Genesis) applications, reports, etc. is a preferred but not necessary (or similar operating systems).
• Previous experience with Salesforce applications, reports, etc. is a preferred but not necessary (or similar operating systems).

Working Conditions/Physical Demands:

• While performing the duties of this job, the employee is regularly required (for the majority of the working day) to sit or stand and make coordinated movements of the fingers for data entry on a keyboard.
• General office environment.