Customer Care Specialist I

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 ACCOUNTABILITIESOperate independently and consistently execute the department's core responsibilities and processes at a high level across 2 or more brands of Legrand | AVProvide daily support and guidance to team members across sites on the proper execution of common support experiencesRespond 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 customersEnter orders received via e-mail, EDI, phone or other communication channelsFollow-up with customers whose orders are incomplete or have issues that need to be resolved to ensure world class customer careAssist customers in navigating to and using websiteProcess 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 processingRespond to customer non-technical problems in a timely fashionIdentify opportunities to cross-sell or up-sell products from customer-initiated contactsEnter customer feedback tickets into SAP on a timely and consistent basis, regarding the types of calls and inquiries being receivedMaintain current knowledge of company products and processes through training and other available resourcesFollow established procedures to complete workPerform work at or above pre-established performance objectivesUnderstand 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 responsibilitiesAbility to multi-task and manage several duties simultaneously is essentialDemonstrated customer-focus orientationOutstanding listening, comprehension and oral/written communication - including grammar, spelling, punctuation and writing composition skillsStrong attention to detail, organization and follow-through skillsStrong problem-solving skillsHigh degree of professionalism including flexibility and willingness to change schedules to meet customer needsProven ability to work independently and as a member of a teamHigh degree of confidence and resourcefulnessProven reliability - attendance and punctualityAdvanced personal computer skills including prior use of standard functions with word processing, spreadsheet and e-mail packagesStrong 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 manufacturing3-5 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 hoursOvertime and weekend hours may occasionally be requiredPreferred Qualifications:Bachelor's Degree in marketing, sales, finance, or other business-related fieldPrevious 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

Privacy Notice for Candidates . California law requires that we provide you this notice about the collection and use of your personal Information.

#J-18808-Ljbffr