• Senior Customer Service Representative

    Location US-NY-Syracuse
    # Positions
    Experience (Years)
    Customer Service
  • Position Description


    At a Glance


    Legrand has an exciting opportunity for a Customer Support Rep, Sr. to join the Electrical Wiring Systems Team in Syracuse, NY. This candidate is responsible for answering customer inquiries or complaints, processing orders, researching and resolving requests and utilizing product knowledge to improve sales and maintaining customer satisfaction. Maintains an ongoing relationship with customers, sales staff, distribution, purchasing, manufacturing and marketing.  The Senior Representative is a skilled analytical professional able to produce valuable reporting and align metrics throughout many business aspects in support of initiatives.


    What Will You Do?



    • Using professional written and verbal communications via phone, fax or e-mail, processes orders received by mail, telephone, Fax, EDI, and/or through personal customer contact. Provides pricing, availability, and schedule information within established guidelines. Suggest additional and/or alternative products or services to meet customer needs.
    • Researches and obtains resolution of a variety of customer inquiries, complaints and issues. Expedites the delivery of selected orders. Tracks order activity, and alerts appropriate staff of any potential delivery problems. Services as communication link between customers and sales staff to assure responsiveness.
    • Tracks order activity, and alerts appropriate staff of any potential delivery problems.  Expedites the delivery of selected orders as needed.
    • Fosters open communication internally and externally and champions creative change to improve processing and service levels. Provides guidance and assistance to new or less experienced staff.
    • Analyzes customer performance data to assess root cause of customer issues and develops corrective action plan and/or recommendations to improve performance.
    • Handles projects to improve processes, customer interface and/or efficiencies.  Works as part of a larger project team to integrate customer service processes into larger business processes.  Develops and/or updates project plans, prepares and delivers presentations.
    • Conducts training and acts as a mentor for less experienced and entry level reps, new sales reps or trainees and new staff from other functions that require interface with customer support. 
    • Exceptional computer skills are required, including extensive knowledge of spreadsheet, presentation and data base software, proficiency with various e-mail, calendaring, meeting management and related communications software.
    • Responsible for creating, developing, and maintaining reports for the Product Management department.
    • Performs other similar and related duties as required.


    Basic Qualifications:

    • A.S. degree in business or related or equivalent combination of education and experience.  Experience with manufacturing or electrical industry.
    • Minimum of seven years experience in a successful customer service or inside sales position in a service environment.

    Preferred Skills:

    • Experience in related industry and extensive product knowledge required.
    • Requires strong organizational and time management skills, close attention to detail and be able to effectively handle multiple priorities.  Ability to work in a high volume, fast paced environment is a must. 
    • 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.  Must be proficient with mainframe order entry application, with demonstrated ability to type 50 w.p.m. with 100% accuracy.
    • Must be highly collaborative and able to work in a team based environment.  Must have demonstrated exceptional customer service skills and a strong customer orientation.
    • Must have excellent verbal and written communications skills and be able to communicate effectively across all levels of the organization.  Ability to give and receive detailed/complex information in an understandable way.  Presentation and training experience a plus.
    • Collect, organize, synthesize, and analyze data; summarize findings; develop conclusions and recommendations from appropriate data sources to present findings that are digestive and persuasive reports.
    • Must possess strong analytical skills and the ability to identify trends and establish proactive corrective actions. 
    • Must be proficient in negotiation and influencing skills.



    Company Info

    About Legrand

    Every single 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.  For more information, visit legrand.com.


    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 comprehensive medical, dental and vision coverage. 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


    About Legrand’s Electrical Wiring Systems Division

    Legrand’s Electrical Wiring Systems (EWS) division provides the most complete line of residential, commercial and industrial electrical wiring devices in the world.  EWS has strong market positions in wiring devices, raceway, floor & open space, overhead systems, pro-installed home systems and specialty networking across a number of exciting verticals including industrial food and beverage, hospitality and residential builders.  For more information, visit legrand.us/electrical wiring devices








    Equal Opportunity Employer


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