Customer Support Analyst

US-CT-New London
# Positions
Experience (Years)
Customer Service

Position Description/Company Info

Legrand has an exciting opportunity for a Customer Support Analyst to join the Data Communications Division in New London, CT. The individual in this role will be responsible for validation & execution of incoming customer orders to ensure effective execution of orders from placement to delivery. Works closely with the Planning & Warehouse Teams in optimizing order fill and line fill for customer orders. Manage customer orders and proactively communicate to prevent issues that could impact delivery on time in full. Manage all inbound calls from internal and external customers as it relates to order management, inquiries, and non-conformances and maintains an effective relationship and coordinates communications between customers, field sales, distribution, purchasing, planning, manufacturing, and marketing. 


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 3,200 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.  


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Equal Opportunity Employer





  • B.S. degree in Logistics or Business 


  • 3+ years of relevant Customer Service or Sales experience


  • Excellent skills in project management, demonstrated ability to make timely and effective decision, handle multiple priorities and effectively delegate responsibilities to ensure high quality service is delivered on time and within budget.
  • Independent judgment is required to plan, prioritize, organize and accomplish a diversified work load and effectively manage the requirements of multiple customers concurrently.
  • Must have demonstrated exceptional customer service skills and a strong customer orientation.
  • Strong computer skills, proficient with word processing, spreadsheet and presentation software, e-mail and meeting management software as well as business specific software supporting business applications.
  • Ability to use internet and web based resources efficiently and effectively.
  • Must be highly collaborative and able to work in a team based environment.
  • Fosters open communication and support an environment of innovation and creative change.
  • Demonstrated problem analysis and problem resolution at both a strategic and functional level.
  • Must have excellent verbal and written communications skills and be able to communicate effectively across all levels of the organization.
  • Must be an effective listener, able to maintain focus extract necessary information and validate understanding of the information.
  • Able to create effective reports, presentations and business correspondence.



Position Attributes

  • Validate & execute orders for quality data including product files, customer data, pricing discrepancies, order date alignment, and shipment method based on customer’s direction.
  • Review all aspects of each order with Legrand Data Communications team members to identify any potential issues with incorrect or missing components.
  • Provide direct interface between customer and internal Legrand Data Communications team members.
  • Establish and maintain a positive relationship in problem resolution.
  • Empowered to work independently with Regional Sales Manager, Sales Representatives, and customers to identify possible improvements to help leverage Legrand Data Communications capabilities.
  • Interact with customer to make recommendations to ensure completeness and accuracy of order to ensure it meets the customers’ needs.
  • Ongoing reviews with Sales and Rep. Groups on upcoming projects, critical stock issues, and partial shipment information on sales orders.
  • Collaborate with the Quotation Project Management Specialists to ensure customer expectations are met as required.
  • Manage BPCS reports to identify incomplete sales orders, required data maintenance, on-time delivery, manage EDI errors, etc.
  • Assist with managing Customer order/line fill and on-time with the goal to maximize order fill while ensuring on-time delivery to the customer.
  • Either lead or participate in identifying key drivers which hinder Legrand Data Communications from achieving order and line fill goal of 90%.
  • Communicate and coordinate with warehouses and OEM suppliers on orders outside the normal policy or normal production, capability etc., to enable Legrand Data Communications a better opportunity to service the customer.
  • Evaluating trade-off of time, cost and service to satisfy both Legrand Data Communications and its customers.
  • Manage the order-to-delivery flow for key customers / project orders.
  • Conflicts/issues in shipping and delivering orders complete and on time as requested by the customer.
  • Performs other similar and related duties as required.




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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