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Customer Care Specialist I

2 months ago

Fort Wayne, United States Legrand AV, Inc. Full time

Thank you for your interest in becoming part of the team at Legrand

GENERAL PURPOSE

The Customer Care Specialist II 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. Demonstrates an ability to operate independently and consistently execute the department's core responsibilities across 2 or more brands of Legrand | AV.

DUTIES AND ACCOUNTABILITIES

  • Operate independently and consistently execute the department's core responsibilities and processes at a high level across 2 or more brands of Legrand | AV
  • Provide daily support and guidance to team members across sites on the proper execution of common support experiences
  • 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

JOB REQUIREMENTS

Essential Knowledge, Skills and Abilities Required:

  • Demonstrated advanced knowledge of the departments systems, processes and responsibilities
  • 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
  • Advanced personal computer skills including prior use of standard functions with word processing, spreadsheet and e-mail packages
  • Strong 10-key and keyboarding skills

Minimum Education and Experience Required:

  • High school diploma or equivalent with minimum of three years of customer care experience, preferably in a product support call center affiliated with manufacturing
  • 3-5 years of experience in Customer Care environment with a focus on account management or equivalent roles

Special Job Requirements:

  • Scheduled hours for employees in this position vary by location to support business hours
  • Overtime and weekend hours may occasionally be required

Preferred Qualifications:

  • Bachelor's Degree in marketing, sales, finance, or other business-related field
  • Previous experience with SAP application and contact management (ACD) system

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 and make coordinated movements of the fingers for data entry on a keyboard.
  • General office (call center) environment

Note: Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.

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.

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