Customer Support Specialist

Position Description

At a Glance

Legrand has an exciting opportunity for a hybrid Customer Support Specialist to join the Starline Team in Canonsburg, PA.The Customer Support Specialist (CSS) responds to a wide variety of customer's inquiries which may include requests for pricing, preparing quotations, processing orders, providing order status, expediting orders, requests for literature and more.

What Will You Do?

• Develop good customer relations, as well as providing support to Regional Sales Managers and assigned independent sales representatives.
• Work with internal departments, in a team-based environment, to ensure the customer's needs are met.
• Order Entry - orders received via e-mail. Orders are entered using our ERP (Enterprise Resource Planning) system.
• Quote Preparation - Quotes are primarily developed by the independent sales representatives, however, there are situations where the quoting is done by the Customer Support Specialist or where the Customer Support Specialist is consulted for assistance. Quotes are entered using our ERP system.
• Resolving customer service issues including, but not limited to tracking orders; confirming ship dates with the customer and/or representatives; issuing returns; working with production to ensure orders are shipped on time; informing customers of any order delays.
• With assistance from a Sr. Customer Support Specialist, provides technical assistance regarding products, creates material lists from specification drawings, recommends changes to bills of materials, and completes owner's manuals, and customer submittals.

Qualifications

Required Skills

• Knowledge of principles and processes for providing customer service. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
• Attention to detail.
• Good working knowledge of word processing, spreadsheet programs, managing files and records, and other office procedures.
• Active listening skills - giving full attention to what other people are saying, taking time to understand the points being made and asking clarifying questions as appropriate.
• Time management skills - ability to meet deadlines and manage one's own time.
• Service orientation - actively looking for ways to help others.
• Critical thinking skills - using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
• Ability to communicate effectively verbally and in writing.
• Ability to establish and maintain interpersonal relationships - developing constructive and cooperative working relationships with others and maintaining them over time.
• Ability to learn and understand the technical aspect of manufactured products.

Minimum Qualifications

• Bachelor's degree or one to three years of experience in a customer service, inside sales or other service-related role and a high school diploma required.
• Experience with Microsoft Office Suite required.
• Proven ability to learn and apply the knowledge gained.
• Prior experience using an ERP system a plus.

Working Conditions / Physical Requirements

• Work performed in office setting.
• Ability to sit for prolonged periods of time.

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 Data Center Power and Control Division

Legrand's Data, Power & Control (DPC) division is a global provider of award winning technology and infrastructure products which serve the expanding requirements of today's data centers and related ecosystems. Our innovative products are principally sold under the Starline, Raritan, Server Technology, US Safety Trolley, and Legrand brand names. As a leading provider of best in class overhead power supply system's, intelligent PDUs, KVM switches, connectivity, cabinet and containment solutions, our goal is to support next generation technologies with flexibility for future growth and energy and installation efficiencies, united by superior design. For more information, visit raritan.com and servertech.com

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Equal Opportunity Employer