What are the responsibilities and job description for the Customer Care Specialist III position at Legrand AV, Inc.?
Thank you for your interest in becoming part of the team at Legrand!
GENERAL PURPOSE
The Customer Care Specialist III is a senior-level position 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. Performs other functions and follow-up activities related to product returns, customer care, order entry and order management. Able to manage specialized areas of responsibility including (but not limited to) key account management (i.e. large distributors or other customers with unique needs) and consistently models delivery of exceptional customer experiences. As Tier III support, acts as an internal escalation path for other team members on more complex or sensitive customer issues. Demonstrates an ability to operate independently and consistently execute the department's core responsibilities at a high level across the brands of Legrand | AV.
DUTIES AND ACCOUNTABILITIES
- Operate independently and consistently execute the department's core responsibilities and processes at a high level across 3 or more of the brands of Legrand | AV
- Provide daily support and guidance to team members across sites on the proper execution of common support experiences
- Manage specialized areas of responsibility including to key account management, EDI order management, and / or advanced product support
- Provide internal escalation support for team members on more complex or sensitive customer issues
- Respond 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 customers
- Enter orders received via e-mail, EDI, phone or other communication channels
- Follow-up with customers whose orders are incomplete or have issues that need to be resolved to ensure world class customer care
- Assist customers in navigating to and using website
- Process 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 processing
- Respond to customer non-technical problems in a timely fashion
- Identify opportunities to cross-sell or up-sell products from customer-initiated contacts
- Enter customer feedback tickets into SAP on a timely and consistent basis, regarding the types of calls and inquiries being received
- Maintain current knowledge of company products and processes through training and other available resources
- Follow established procedures to complete work
- Perform work at or above pre-established performance objectives
- Understand 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 values of Customer, People, Integrity, Teamwork, Continuous Learning & Improvement, and Empowerment & Accountability
JOB REQUIREMENTS
Essential Knowledge, Skills and Abilities Required :
Minimum Education and Experience Required :
Special Job Requirements :
Preferred Qualifications :
WORKING CONDITIONS / PHYSICAL DEMANDS :
Note : 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.
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