Service Operations Representative

3 weeks ago

FuquayVarina, North Carolina, United States Leviton Full time

About Leviton:

Leviton is at the forefront of innovation, dedicated to enhancing everyday environments through advanced solutions in electrical, lighting, data networking, and energy management. With a legacy spanning over 115 years, we prioritize creating products that simplify, secure, and optimize our customers' experiences. Our workforce is our most valuable resource, and we encourage a culture of inquiry, challenge, and foresight, where every individual contributes their unique skills and enthusiasm to navigate a dynamic landscape.

Position Overview:

Under the guidance of the Customer Service Manager, this role is pivotal in providing logistical support for customer service initiatives. Responsibilities include processing orders, managing incoming calls, engaging in the phone queue, invoicing, delivering pricing details, and updating customers on order progress. The Customer Project Specialist I is instrumental in ensuring that our Customer Service team meets or surpasses customer expectations by delivering exceptional service.

Key Responsibilities:
  • Engage professionally with both internal and external clients, particularly through phone and email, addressing inquiries related to lead times, pricing, and order updates.
  • Accurately and promptly accept, enter, and resolve customer orders and concerns.
  • Develop a comprehensive understanding of all Network Solution products, both standard and custom orders, and effectively communicate product details and policies to clients.
  • Proactively identify solutions and corrective measures for various customer issues, including data entry errors, shipment discrepancies, and pricing concerns.
  • Coordinate shipping timelines to align with customer requirements, ensuring clear communication of delivery expectations and expediting orders as necessary.
  • Request engineering assistance for new product development, relay specific manufacturing requirements, and manage material substitutions.
  • Oversee the logistics of material returns and credit transactions.
  • Compile and analyze data for various reports using Excel and Word.
  • Participate in cross-departmental meetings, offering insights from a customer service perspective on product development, marketing strategies, and safety protocols.
  • Process invoices and billing adjustments in the relevant systems, including handling order cancellations.
  • Support team initiatives and assist the Strategic Account Team in logistics to maximize customer satisfaction.
Qualifications:
  • Essential Skills:
    • Outstanding customer service abilities.
    • Effective communication skills via phone, fax, and email with clients and colleagues.
    • Meticulous attention to detail and proficiency in handling calculations related to pricing and billing.
    • Capacity to manage multiple tasks in a fast-paced environment.
    • Demonstrated ability to collaborate within a team setting.
  • Technical Proficiency:
    • Proficient in Excel and Word.
    • Adept at presenting information and addressing inquiries from various stakeholders.
Education & Experience:
  • High School diploma or equivalent; an Associate Degree is preferred.
  • At least one year of experience in customer service, ideally within a manufacturing context.
  • Experience in telecommunications, datacom, and made-to-order processes is advantageous.
What We Offer:

Our comprehensive benefits package includes:

  • Medical, dental, and vision insurance.
  • 401K plans with employer matching.
  • Tuition reimbursement programs.
  • Paid time off and holidays.
  • Volunteer time off.

For further details on our benefits, please refer to our resources.

Leviton is an EEO/AA Employer, committed to diversity and inclusion.

Join us in shaping a brighter future.

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