Customer Support Manager

US-TX-Plano
# Positions
1
Experience (Years)
5
Category
Customer Service

Position Description/Company Info

Legrand has an exciting opportunity for a Customer Support Manager to join the Building Control Systems Team in Plano, TX. The individual in this role will oversee the operations of the Services Customer Experience Team and related customer services for Commercial BCS products. This individual will also maintain ongoing relationships with customers and interface with sales staff, distribution, manufacturing, engineering and marketing on a regular basis to improve the service experience and address issues. They will guide and direct customer service representatives while resolving complex customer issues. In addition, the individual will monitor and report customer service performance.

 

About Building Control Systems 
Here with the BCS team you'll be a member of an entrepreneurial, greentech group whose technology is helping to drive toward a net zero future. At BCS, we pioneered the energy-efficient lighting control industry and remain atompany the forefront of this rapidly changing marketplace. We develop, design and manufacture products ranging from stand-alone occupancy sensors that turn lights on and off automatically, to daylighting controls which automatically adjust electrical lighting when daylight is adequate, to sophisticated networked control platforms that integrate numerous building systems and provide cutting edge benefits such as real-time monitoring and
coordinated reduction of lighting, plug and HVAC loads.

 

About Legrand

Legrand is a $5.8 billion global company with 30,000 employees world-wide and products sold in 180 countries.  As the leading provider of products and systems for electrical installations and information networks wherever people live and work, Legrand delivers an unequaled depth and breadth of innovative solutions for use in residential, commercial, and industrial buildings. 

 

Employing more than 3,300 employees across the United States and Canada, Legrand in North America has a work environment that promotes personal advancement, pride and achievement. Our success is also based on our recognition that diversity – in people, products, innovation and technology – is an important strength. When you join our team, we provide you with the tools, knowledge and skills necessary to become the very best at your job, and to continue to advance your career.  

 

Visit us at:

http://www.legrand.us

http://www.youtube.com/legrandna

http://www.linkedin.com/company/44580

http://twitter.com/legrandNA

 

Equal Opportunity Employer

lnarsr

 

 

Qualifications

Basic Qualifications:

  • BS in business or related, or equivalent combination of education and experience
  • Minimum of 5 years in customer service, or services experience.
  • Minimum of 3 years supervisory or team lead experience.

Additional Qualifications:

  • Industry knowledge to better understanding customer needs.
  • Strong leadership skills with demonstrated ability to supervise others.
  • Provide guidance, development and motivation to staff to achieve superior results and accomplish overall business objectives.
  • Strong organizational and time management skills and be able to effectively handle multiple priorities. Ability to work in a high volume, fast paced environment is a highly desired. 
  • Independent judgment is required to plan, prioritize, organize and accomplish a diversified work load.
  • Be able demonstrated exceptional customer service skills and a strong customer orientation.
  • Be highly collaborative and able to work in a team based environment.
  • Ability to foster open communication and support an environment of innovation and creative change. 
  • Able to communicate effectively both in written format and oral presentation. Able to create effective reports, presentations and business correspondence. Must be an effective listener, able to maintain focus extract necessary information and validate understanding of the information.
  • Strong computer skills, proficient with word processing, spreadsheet and presentation software, e-mail and meeting management software.  Ability to use internet and web based resources efficiently and effectively.  AS400 mainframe skills a must
  • Must be proficient in negotiation and influencing skills.
  • Have solid business acumen and understanding of a variety of functional areas within the business.

Position Attributes

Main Job Duties:

  • Creates enthusiasm and inspires teamwork and cooperation within organization, with other functions and Legrand entities. Maintain a high quality work environment so that team members are motivated to perform at their highest level.
  • Manage customer services staff. Responsibilities include interviewing, orienting and training employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.  
  • Establishes goals and performance standards, provides timely feedback in both formal and informal performance discussions. Provides training as required to assist CSR’s in meeting the established standards of performance.
  • Works with CSRs to ensure all inbound communication from domestic customers, sales reps, and regional managers, etc. is handled. Interacts with Pricing for quotes & purchase orders, manufacturing for lead time on products, expedites, cancellations, and tracking information.
  • Manage, design and implement process and systems to maximize service. Champions creative change to improve processing and service levels. Makes process improvement recommendations including cross functional processes and procedures.
  • Responsible for observing product or service complaints, ensuring complaints are entered into appropriate system as required, and insure appropriate customer response to complaints in accordance with company procedures. Review complaint collection and customer communication processes for improvements. 
  • Communicates with other departments and management to resolve problems and expedite work. Highlight/escalate quality issues and trends; communicate to appropriate internal resource so that the issues could be assessed and appropriate corrective action taken.
  • Backs up and fills in for staff as required in their absence.
  • Coordinate with other departments in handling of PO's to provide accurate information to customers. i.e.: working with planning and production. Works with Customer Financial Services to resolve credit issues and expedite order processing.
  • 10.  Performs other similar and related duties as required.

 

 

Main Activities:

  • Organization: Team Leader competency model
  • Main Interface: Internal – CSRs and Commercial team managers, pricing, distribution centers, product managers, Sales personnel, and Field Services.  External – Agents, customers, distributors, freight and shipping vendors, or others as necessary.
  • Budget: Provides input to department budget, manages actual expenditures to budget during fiscal year.

 

 

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PHYSICAL AND MENTAL DEMANDS : The physical and mental demands described here are representative of those that must be met by employees to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

Mental Demands

While performing the duties of this job, employees are regularly required to:

  • Use written and oral communication skills
  • Read and interpret data, information and documents
  • Analyze and solve non-routine and complex office administrative problems
  • Use math and mathematical reasoning
  • Observe and interpret situations
  • Learn and apply new information or skills
  • Perform highly detailed work on multiple, concurrent tasks
  • Work under intensive deadlines with frequent interruptions
  • Interact with managers, staff, customers, the public and others encountered in the course of work

 

Physical Demands

While performing the duties of this job, employees are regularly required to:

  • Sit, walk and stand
  • Talk or hear, both in person and by telephone
  • Use hands repetitively operate standard office equipment
  • Reach with hands and arms; and lift up to 25 pounds
  • Specific vision abilities required by this job include close vision, distance vision and the ability to adjust focus 

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