Customer Care Specialist II
Company: Legrand AV, Inc.
Location: Vandalia
Posted on: April 24, 2024
Job Description:
Thank you for your interest in becoming part of the team at
Legrand!GENERAL PURPOSEThe 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 &
AccountabilityJOB REQUIREMENTSEssential 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 skillsMinimum 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 rolesSpecial Job
Requirements:
- Scheduled hours for employees in this position vary by location
to support business hours
- Overtime and weekend hours may occasionally be
requiredPreferred Qualifications:
- Bachelor's Degree in marketing, sales, finance, or other
business-related field
- Previous experience with SAP application and contact management
(ACD) systemWORKING 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) environmentNote: 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.For California
residents, please see the link for the . California law requires
that we provide you this notice about the collection and use of
your personal Information.
Keywords: Legrand AV, Inc., Dayton , Customer Care Specialist II, Other , Vandalia, Ohio
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