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Senior Customer Support Specialist

1 month ago

Lake Forest, California, United States Legrand North America Full time
Senior Customer Support Analyst

Legrand North America is seeking a highly skilled Senior Customer Support Analyst to join our Data, Power and Control Team in Lake Forest, CA.

This role is responsible for providing exceptional customer service, resolving complex customer issues, and ensuring a seamless experience for our customers.

Main Responsibilities:

  • Lead the resolution of complex customer issues and provide timely, effective solutions
  • Analyze and assess customer service needs, referring specialized requests to relevant departments
  • Maintain comprehensive records of customer interactions using CRM applications
  • Communicate tailored solutions for unique customer challenges, ensuring high satisfaction levels
  • Oversee the processing of customer purchase orders in the ERP system and coordinate internal orders
  • Manage online orders through Big Commerce and handle escalated phone inquiries
  • Provide expert support on tracking, quotations, and stock confirmations for sales teams and customers
  • Initiate and manage RMA processes, collaborating closely with internal departments for efficiency
  • Develop custom pricing sheets and coordinate inventory verification with the Operations Team
  • Work with the supply chain to expedite inventory fulfillment to meet customer deadlines
  • Identify and address pricing discrepancies, promptly informing leadership of any inconsistencies
  • Utilize established email templates for effective communication regarding orders and customer inquiries
  • Lead quoting processes and account setups in Smartsheet, HubSpot, Odoo, and Big Commerce

Requirements:

  • Typically requires a high school diploma or equivalent experience
  • 3-5 Years of Customer Services Experience with a commercial, industrial, or technical background or related experience
  • Knowledge and experience with PO's, Sales Order, Invoice, Product, RMA preferred
  • Efficient and Positive Work Ethic (Sense of Urgency)
  • Excellent Communications Skills (Written and Spoken)
  • Microsoft Word, Excel, PowerPoint, Outlook (Fluent in Office Suite)
  • High level customer service focus and professionalism
  • Self-motivated, with the ability to problem solve and multi-task effectively and efficiently in a fast-paced environment while prioritizing daily workloads
  • Customer Interaction, Customer Support Policies, Standards and Procedures, Inquiry
  • Research/Response, Product Support, Service Desk Management, Service Request Management
  • Process, Customer Service Help Desk Software

Physical Requirements:

  • Prolonged periods of sitting at a desk and working on a computer
  • Must be able to lift up to 15 pounds, as needed
  • Travel will be required on occasion

About Legrand North America:

Legrand North America is a leading provider of electrical and digital building infrastructures. Our purpose is to improve lives by transforming the spaces where people live, work, and meet. We offer a comprehensive benefits package, including 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 network.

We are an employee-centered, growing company with tremendous opportunity. If you are a motivated and customer-focused individual looking for a challenging and rewarding role, we encourage you to apply.