Customer Care & Order Specialist - Lighting & Controls

Legrand AV, Inc.; Richardson (TX); On-site; USD 42,000 - 64,000; Full time

Job summary

Legrand Lighting & Controls in Richardson, TX is seeking a Customer Service Representative to provide information about products and resources to customers and sales teams via phone, email, chat or fax. You will support order entry and order management while maintaining positive, proactive customer relationships.

The role requires 2+ years in a customer-support capacity and familiarity with SAP, Salesforce, and PureCloud/Genesis.

Qualifications

• 2- Year college degree (certificate) or work equivalent.
• Minimum of 2- 4 Years of Experience in Support Role.
• 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.
• 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 preferred.
• Previous experience with Salesforce applications, reports, etc. is preferred.

Responsibilities

• Respond to requests and inquiries 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.
• Establish and maintain relationships with key accounts while providing unparalleled customer service to these accounts ensuring orders are shipped on time.
• 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 ePic, e-mail, EDI, or fax.
• Track order activity and alert staff of potential delivery problems; follow-up on incomplete orders to ensure world-class service.
• Expedite delivery of selected orders as needed.
• Maintain current knowledge of all company products/brands and processes through training.
• Completes training and documents procedures; provide guidance to new staff.

Skills

SAP experience

PureCloud/Genesis

Salesforce experience

Industry knowledge

Education

2-year college degree

Tools

SAP

PureCloud/Genesis

Salesforce

Job description

Legrand Lighting & Controls in Richardson, TX is seeking a Customer Service Representative to provide information about products and resources to customers and sales teams via phone, email, chat or fax. You will support order entry and order management while maintaining positive, proactive customer relationships.

The role requires 2+ years in a customer-support capacity and familiarity with SAP, Salesforce, and PureCloud/Genesis.