Customer Experience Representative I

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.