Customer Support Representative

Legrand has an exciting opportunity for a Customer Support Representative to join the Electrical Wiring Systems Pass and Seymour Team in Syracuse, NY. The Customer Support Representative is responsible for answering customer inquiries or complaints, processing orders, researching and resolving requests to improve sales and maintain customer satisfaction. Maintains an ongoing relationship with customers, field sales, distribution, purchasing, manufacturing and marketing. Provides day-to-day training support for new staff. Working hours for this role are 9:00 am to 6:00 PM EST.

• Uses professional written and verbal communications to provide pricing, availability, and schedule information within established guidelines. Suggest additional and/or alternative products or services to meet customer needs. Researches and obtains resolution of a variety of customer inquiries.  Serves as a communication link between customers and sales staff to assure responsiveness.
• Processes orders received by e-mail, 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.
• Tracks order activity and alert appropriate staff of any potential delivery problems.  Expedites the delivery of selected orders as needed.
• Fosters open communication internally and externally and champions creative change to improve processing and service levels. Takes on special projects. Delivers assignments within specified time allowance.
• Completes specific training modules and department training to develop and enhance product knowledge and understanding of processes, procedures and protocols.  Provides guidance and assistance to new or less experienced staff.  Documents procedures as required.
• Supports committed accounts and/or sister-companies to ensure delivery of exceptional service and to build commitment and satisfaction while providing complete solutions/resolutions to issues.  This includes monthly responsibilities assigned such as EDI.
• Performs other similar and related duties as required.

Education:

• Associates degree or equivalent education and experience.

Experience:

• Minimum of two years experience in customer service or inside sales in a service environment. Exposure to transportation, distribution, import/export a plus. 

• Experience with manufacturing or electrical industry is preferred.

• ERP/MRP system experience a plus; SAP and Salesforce (SFDC) preferred.

• Ability to speak Spanish a plus. 

Skills/Knowledge/Abilities:

• Must have demonstrated exceptional customer service skills and a strong customer orientation. Must be highly collaborative and able to work in a team-based environment.

• Must have excellent verbal and written communication skills and be able to communicate effectively across all levels of the organization.

• Knowledge of electrical concepts, a background in a manufacturing environment helpful

• Ability to work in a high volume, fast paced environment is a must.  Requires strong organizational and time management skills and be able to effectively multi-task.

• Strong computer skills, proficient with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and email. Ability to use internet and web-based resources efficiently and effectively.  Typing proficiency with high accuracy preferred.

• Experience with purchase orders, sales orders, invoices, RMAs, and related documentation is beneficial.

• Prolonged periods of sitting at a desk and working on a computer are required.

Salary Range:

• $42,200-$53,400. Actual salary offered will vary based on applicant’s relevant skills, education, experience, certifications, as well as other business and organizational needs.