• Customer Experience Supervisor

    Location US-NY-Farmingdale
    # Positions
    1
    Experience (Years)
    3
    Category
    Customer Service
  • Position Description

    Main Job Duties:

    • Directs activities to support high volume of incoming and outgoing customer contacts.  Responsible for managing the team to established performance metrics. Analyze reports and provide recommendations and solutions to strengthen service. Provide leadership, guidance, development and motivation to staff to achieve superior results and accomplish overall business objectives.  Actively looking for ways to service our customers better. Develop and enforce metrics
    • Create enthusiasm and inspire team and community spirit. Supervises and coordinates activities of workers engaged in customer experience activities. Structures work schedules according to call volumes and budgets and recommends to management improvements when changes are necessary. Observes and evaluates workers' performance as well as hires and discharges workers. Establishes and maintains employee performance standards
    • Develop/Manage telecommunications setup for Customer Support, Technical, and Pricing groups.  Manages call center phone system and evaluates system, reports, feedback for improvements.
    • Champions creative change to improve processing and service levels. Makes recommendations to management concerning staff and improvement of procedures
    • Responsible for observing Product Complaints, ensuring complaints are entered into SFDC, as required, and insure appropriate customer response to product complaints in accordance with company procedures.  Highlight/escalate product quality issues and trends and communicate to appropriate internal resource so that the issues could be assessed and appropriate corrective action taken. Review complaint collection and customer communication processes for improvements. 
    • Resolves customer complaints when escalated and answers questions of customers regarding services and procedures. Communicates with other departments and management to resolve problems and expedite work.
    • Manages customer experience staff.  Responsibilities include interviewing and training employees; planning, assigning and directing work, making promotional and salary recommendations to the department manager, coaching and developing talent, addressing complaints and resolving problems. Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws.
    • Establishes and maintains employee performance standards.  Works with employees to set goals and define development needs.  Provides ongoing, timely feedback and periodic formal performance evaluations, per company guidelines.
    • Coaches, trains and develops team members.
    • Manage, design and implement process and systems to maximize service.  Supports innovation and creative change.  Creates enthusiasm and inspires teamwork and cooperation within organization and with other functions and Legrand entities. 
    • Maintain a high quality work environment so that team members are motivated to perform at their highest level
    • Performs other similar and related duties as required.

    Qualifications

    Education:  

    • Bachelors degree in business or related or equivalent experience

    Experience:  

    • Three or more years experience in customer service or corporate logistics department where exposure to transportation, warehousing, import/export or order entry has occurred.  Must have a minimum of 3 years experience in a leadership role in a call center or customer service environment. Experience in the data communications industry and product knowledge is desired.

    Skills/Knowledge/Abilities:

    • Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
    • Must have demonstrated exceptional customer service skills and a strong customer orientation.
    • 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.  Must be able to handle all types of personalities and relate to people at all levels of the organization.
    • Requires strong organizational and time management skills, close attention to detail and be able to effectively handle multiple priorities.
    • Exceptional computer skills, extensive knowledge of word processing, spreadsheet, presentation, ERP Systems, and SFDC, proficiency with various e-mail, calendaring, meeting management and related communications software. 
    • 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.

    Company Info

    Legrand has an exciting opportunity for a Customer Experience Supervisor to joing the Data Communications Division in our Farmingdale, NY location. This role will oversee the operations of the Customer Experience Team. Manage Customer Experience staff with assistance from the Director. Maintains ongoing relationships with customers and interfaces with sales staff, distribution, manufacturing, engineering and marketing on a regular basis to improve the service experience and address issues.

     

    About Legrand

    Every day, Legrand brings power, light and data to millions of spaces around the world. Legrand is a global, publicly-traded company listed on the Euronext (Legrand SA EPA: LR) with 36,000 employees worldwide, a market cap of $16B, revenue of more than $5 billion, with products sold in 180 countries. Legrand is listed on the Forbes Global 2000 as one of the world’s best employers. 

     

    About Legrand North and Central America

    Legrand North and Central America (LNCA) employs over 5,000 associates in 60 locations, working in 6 product categories (Electrical Wiring Systems, Building Control Systems, AV, Data Communications, Power Distribution and Control, and Lighting).  LNCA offers distinctive benefits like high employer 401K match, above-benchmark paid maternity leave, paid time off to volunteer, and an active women’s network.  LNCA is an employee-centered, growth company with tremendous opportunity.  For more information, visit legrand.us.  

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