What are the responsibilities and job description for the Director Customer Care position at Legrand AV?
Thank you for your interest in becoming part of the team at Legrand!
GENERAL PURPOSE
The Director of Customer Care is responsible for leading the North America Customer Care team to deliver exceptional customer experiences, manage day-to-day operations, and drive continuous improvement. Collaborate across departments to implement strategies, address escalated issues, and enhance customer satisfaction.
Responsibilities
- Oversee a high-performing Customer Care team and promote world-class service.
- Develop and execute strategies to achieve annual business goals.
- Optimize team performance through coaching, feedback, and professional development.
- Collaborate with Sales, Marketing, and other departments to address client needs and identify trends.
- Monitor and adjust staffing to meet service demands.
- Ensure service quality by reviewing customer interactions and identifying improvement opportunities.
- Manage escalated customer issues, ensuring prompt resolution aligned with company values.
- Drive initiatives to enhance the customer experience based on feedback and data analysis.
- Prepare and manage department budgets and team incentives.
- Lead the Customer Care role in product recalls and compliance activities.
- Track and report key performance metrics to measure success.
- Foster a positive, collaborative, and results-driven team environment.
Minimum Education and Experience Required:
- Bachelor’s Degree in business, analytics, mathematics, statistics, computer science or related field.
- Minimum 5 years’ experience in a manager of people role
- Must be located or willing to relocate to a Legrand AV location: Eden Prairie, MN; Warsaw, IN; Dayton, OH; Fairfield, NJ
Preferred Qualifications
- Proven success in delivering exceptional customer service standards.
- Strong leadership, communication, and problem-solving skills.
- Ability to manage multiple priorities in a fast-paced environment.
- Experience with call center metrics, project management, and data analysis.
- Proficiency with SAP and contact management systems preferred.
- Flexibility to work varied hours as needed.
WORKING CONDITIONS/PHYSICAL DEMANDS
- While performing the duties of this job, the employee is regularly required to sit and make coordinated movements of the fingers for data entry on a keyboard.
- General office environment
- May require regular ground travel to other company facilities within local metropolitan area
- Long-distance or air travel as needed – approximately 20% travel
Note: Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.
Legrand 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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