Customer Experience Representative I

Legrand AV, Inc.; Elmwood (CT); On-site; USD 36,000 - 48,000; Full time

Job summary

Legrand AV, Inc. in West Hartford, CT is seeking a Customer Service Representative who will respond to inquiries and complaints, process orders, research and resolve requests, and use product knowledge to support sales and customer satisfaction.

You will collaborate with sales, distribution, purchasing, manufacturing and marketing to ensure timely delivery, accurate information, and exceptional service across multiple channels.

Qualifications

• Typically requires a high school diploma or equivalent experience.
• May require 0-1 year of general work experience.
• Strong organizational and time management skills, close attention to detail, and the ability to effectively manage multiple priorities.
• Excellent verbal and written communication skills for cross-level collaboration.
• Demonstrated customer service orientation and ability to navigate multiple channels.

Responsibilities

• Provide pricing, availability, and schedule information within established guidelines.
• Process orders received by email, telephone, fax, EDI, and/or in person; expedite delivery and track activity.
• Resolve routine problems and communicate solutions to the customer.
• Research inquiries and serve as a link between customers and sales staff.
• Analyze service needs and coordinate with other departments for follow-up.
• Record activities in a CRM or database and keep product information current.
• Track orders and alert staff of potential delivery issues; maintain backend order processing.
• Foster open communication and champion improvements to processing and service levels.
• Complete product and departmental training; mentor new staff and document procedures.
• Support committed accounts and sister companies with complete service solutions.

Skills

Organizational skills

Time management

Customer service

Verbal and written communication

Interpersonal skills

Negotiation

Multitasking

Stress management

Electrical concepts knowledge

Education

High school diploma or equivalent

Tools

Microsoft Office

CRM software

Email and web-based tools

Job description

At a Glance

Legrand has an exciting opportunity for a Customer Service Representative based at our West Hartford, CT facility. In this role, you will answer customer inquiries and complaints, process orders, research and resolve requests, and use product knowledge to improve sales and maintain customer satisfaction. The role maintains ongoing relationships with customers, sales staff, distribution, purchasing, manufacturing, and marketing.

What Will You Do?

• Use professional written and verbal communication to provide pricing, availability, and schedule information within established guidelines. Suggest additional and/or alternative products or services to meet customer needs.
• Processes orders received by email, telephone, fax, EDI, and/or through personal customer contact. Expedites the delivery of selected orders. Tracks order activity and alerts appropriate staff of any potential delivery problems. Performs backend order maintenance to ensure efficient order processing.
• Resolves routine and basic problems and communicates solutions or requested information to the customer.
• Research and obtain resolution of a variety of customer inquiries. Serve as a communication link between customers and sales staff to ensure responsiveness.
• Analyzes a customer's service needs and refers to other service or technical departments for follow up as needed.
• Uses a customer relationship application or database to record activities and research product information.
• Track order activity and alert appropriate staff of any potential delivery problems. Perform backend order maintenance to ensure efficient processing.
• Foster open communication internally and externally and champion creative change to improve processing and service levels.
• Complete specific product and departmental training to develop and enhance product knowledge and understanding of processes, procedures, and protocols. Provide guidance and assistance to new or less experienced staff. Document procedures as required.
• Support committed accounts and/or sister companies to ensure delivery of exceptional service and to build commitment and satisfaction while providing complete solutions to issues.
• Perform other similar and related duties as required.

Education:

• Typically requires a high school diploma or equivalent experience.

Experience:

• May require 0-1 year of general work experience.

Skills/Knowledge/Abilities:

• Requires strong organizational and time management skills, close attention to detail, and the ability to effectively manage multiple priorities. Ability to work in a high-volume, fast-paced environment with frequent interruptions and periods of high stress is required.
• Strong computer skills, proficient with Microsoft Office Suite (Word, Excel, Outlook, PowerPoint), e-mail, and internet/web-based resources; ability to use these tools efficiently and effectively.
• Demonstrated exceptional customer service skills with a strong customer orientation.
• Ability to work in a high-volume, fast-paced environment with frequent interruptions and high-pressure situations.
• Excellent verbal and written communication skills, with the ability to communicate effectively across all levels of the organization.
• Strong interpersonal skills with proficiency in negotiation and influencing techniques.
• Knowledge of electrical concepts, a background in a manufacturing environment, and/or proficiency in a language other than English is a plus.

Legrand is the global specialist in electrical and digital building infrastructures. Its comprehensive offering of solutions for residential, commercial, and datacenter markets makes it a benchmark for customers worldwide.

Bridging power from sources to pathways to touchpoints, Legrand's Electrical Infrastructure division combines innovation and quality to provide leading solutions for an evolving energy landscape. Our expertly designed products enable customers to confidently address the complex needs and challenges of electrification, while enhancing everyday experiences like plugging in, switching on, and staying connected. Committed to best-in-class service at every stage, we act as a trusted partner for our customers to ensure each project's success and their continued satisfaction. Legrand's Electrical Infrastructure division includes the following brands and product lines: Girtz, Avtron, Power Bus Way, Cablofil, Connectrac, Wiremold and Pass & Seymour.

Legrand, North & Central America offers comprehensive medical, dental, and vision coverage, as well as distinctive benefits like a high employer 401K match, paid time off (PTO) and holiday pay, short-term and long-term disability benefit plans, above-benchmark paid maternity and parental leave, bonus opportunities in accordance with the Company's incentive plans, paid time off to volunteer, and an active/growing Employee Resource Group network. For more information, visit legrand.us.