Sales Operations Specialist

Legrand•Vandalia, OH

22h

About The Position

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

Requirements

Demonstrated advanced knowledge of the departments systems, processes and responsibilities
Ability to multi-task and manage several duties simultaneously is essential
Demonstrated customer-focus orientation
Outstanding listening, comprehension and oral/written communication – including grammar, spelling, punctuation and writing composition skills
Strong attention to detail, organization and follow-through skills
Strong problem-solving skills
High degree of professionalism including flexibility and willingness to change schedules to meet customer needs
Proven ability to work independently and as a member of a team
High degree of confidence and resourcefulness
Proven reliability – attendance and punctuality
Advanced personal computer skills including prior use of standard functions with word processing, spreadsheet and e-mail packages
Strong 10-key and keyboarding skills
High school diploma or equivalent with minimum of three years of customer care experience, preferably in a product support call center affiliated with manufacturing
5-8 years of experience in Customer Care environment with a focus on account management or equivalent roles

Nice To Haves

Bachelor’s Degree in marketing, sales, finance, or other business-related field
Previous experience with SAP application and contact management (ACD) system

Responsibilities

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.