Customer Experience Representative I

Legrand; West Hartford (CT); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

401K match

Paid time off

Holiday pay

Disability benefit plans

Maternity/Paternity leave

Job summary

Legrand in West Hartford, CT seeks a Customer Service Representative to answer inquiries, process orders, and resolve issues to maintain customer satisfaction.

You will work with sales, distribution, purchasing, manufacturing, and marketing to ensure responsive service and strong relationships. The role emphasizes accuracy, communication, and the ability to manage multiple tasks in a fast-paced environment.

Qualifications

• Typically a high school diploma or equivalent experience.
• Effective written and verbal communication with customers.
• Ability to handle multiple tasks in a fast-paced environment.

Responsibilities

• Provide pricing, availability, and schedule information within guidelines.
• Process orders received by email, phone, fax, or EDI; track and expedite delivery.
• Resolve routine customer problems and share solutions with customers.
• Research inquiries and coordinate with sales and service teams for follow-up.
• Document activities in the customer relationship database and monitor orders.

Skills

Organizational skills

Time management

Customer service

Communication skills

Attention to detail

Multitasking

Negotiation

Interpersonal skills

Team collaboration

Problem solving

Electrical concepts knowledge

Education

High school diploma or equivalent

Tools

CRM software

EDI systems

Microsoft Office Suite

Job description

At a Glance

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.

Responsibilities

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

QUALIFICATIONS

• 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.

About Legrand

ABOUT US

Legrand is the global specialist in electrical and digital building infrastructures. Our comprehensive offering of solutions for residential, commercial, and data center markets makes us a benchmark for customers worldwide. We harness technological and societal trends with lasting impacts on buildings with the purpose of improving life by transforming the spaces where people live, work, and meet with electrical and digital infrastructures and connected solutions that are simple, innovative, and sustainable. Legrand is a global, publicly traded company listed on the Euronext (Legrand SA EPA: LR). For more information, visit www.legrandgroup.com/en

About Legrand North And Central America

Legrand, North & Central America (LNCA) is a leader in the AV, Lighting & Controls, Electrical, and Data Center markets. LNCA 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

About Legrand’s Electrical Wiring Systems Division

Legrand’s Electrical Wiring Systems (EWS) division provides the most complete line of residential, commercial, and industrial electrical wiring devices in the world. Through commitment to innovation and quality, EWS maintains the position of industry leader in wire and cable management and wiring devices categories, specializing in raceways, flexible floor, open space and outdoor power solutions, wire mesh cable trays and systems, and designer switches and outlets. With this comprehensive offering, EWS serves a range of exciting vertical markets, including commercial office and commercial interior, data centers, education, healthcare, hospitality, manufacturing, mixed-use developments and residential. For more information, visit legrand.us/electrical wiring devices

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Equal Opportunity Employer