Customer Support Analyst

At a Glance

Legrand has an exciting opportunity for a Customer Support Analyst to join the Data Center Power and Control Team in New London, CT. The Customer Support Analyst is responsible for validating and completing incoming customer orders to ensure the effective execution of orders from placement to delivery.  Works closely with the Planning and Warehouse teams in optimizing order fill and line fill for customer orders.  Manages customer orders and proactively communicates to prevent issues that could impact on-time delivery.  Manages all inbound calls from internal and external customers as it relates to order management, inquiries, and non-conformances.  Maintains an effective relationship and coordinates communications between customers, field sales, distribution, purchasing, planning, manufacturing, and marketing.

What Will You Do?

• Validate and execute orders for quality data including product files, customer data, pricing discrepancies, order date alignment, and shipment method based on the customer's direction.
• Provide direct interface between customer and internal team members. Establishes and maintains a positive relationship in problem resolution. Empowered to work independently with the Regional Sales Manager, sales representatives, and customers to identify possible improvements to help leverage Company capabilities.  Interacts with customers to make recommendations to ensure completeness and accuracy of orders to meet the customers’ needs.
• Conducts ongoing reviews with sales and rep agency groups on upcoming projects, critical stock issues, and partial shipment information on sales orders. Collaborates with the quotation team to ensure customer expectations are met.
• Manages SAP reports to identify incomplete sales orders, required data maintenance, on-time delivery, manage EDI errors, etc.
• Assists with managing customer order/line fill and on-time with the goal to maximize order fill while ensuring on-time delivery to the customer. Leads or participates in identifying key drivers that hinder the Company from achieving order and line fill goal of 90%.
• Communicates and coordinates with warehouses and OEM suppliers on orders outside the normal policy or normal production, capability etc., to enable the Company a better opportunity to service the customer.
• Evaluates trade-offs of time, cost, and service to satisfy both the Company and its customers.
• Manages the order-to-delivery flow for key customers/project orders.
• Resolves conflicts/issues in shipping and delivering orders and on time as requested by the customer.
• Performs other similar and related duties as required.

Education: B.S. degree in Logistics or Business

Experience: 3+ years of relevant Customer Service or Sales experience

Preferred Skills:

• Excellent skills in project management and demonstrated ability to make timely and effective decisions, 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 workload 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 the internet and web-based resources efficiently and effectively.  Experience with SAP desired. 
• 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 communication 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.

About Legrand

Legrand is the global specialist in electrical and digital building infrastructures. Our comprehensive offering of solutions for residential, commercial, and data center markets makes us a benchmark for customers worldwide. We harness technological and societal trends with lasting impacts on buildings with the purpose of improving life by transforming the spaces where people live, work, and meet with electrical and digital infrastructures and connected solutions that are simple, innovative, and sustainable. Legrand is a global, publicly traded company listed on the Euronext (Legrand SA EPA: LR). For more information, visit www.legrandgroup.com/en

About Legrand North and Central America

Legrand, North & Central America (LNCA) is a leader in the AV, Lighting & Controls, Electrical, and Data Center markets. LNCA offers comprehensive medical, dental, and vision coverage, as well as distinctive benefits like a high employer 401K match, paid time off (PTO) and holiday pay, short-term and long-term disability benefit plans, above-benchmark paid maternity and parental leave, bonus opportunities in accordance with the Company’s incentive plans, paid time off to volunteer, and an active/growing Employee Resource Group network. For more information, visit legrand.us 

About Legrand’s Data Center Power and Control Division

The industry-leading brands of Approved Networks, Ortronics, Raritan, Server Technology, and Starline empower Legrand’s Data, Power & Control to produce innovative solutions for data centers, building networks, and facility infrastructures. Our division designs, manufactures, and markets world-class products for a more productive and sustainable future. The exceptional reliability of our technologies results from decades of proven performance and a dedication to research and development. 

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Equal Opportunity Employer

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