Customer Support Specialist

At a Glance

Legrand has an exciting opportunity for a Customer Support Specialist to join the DPC Starline Team.  This position reports to Reading, UK. 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?

Main Job Duties:

• 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.

• Resolve customer service issues including, but not limited to, tracking orders, confirming ship dates with customers and/or representatives, issuing returns, working with production to ensure orders are shipped on time, and informing customers of any order delays.

• With assistance from a Sr. Customer Support Specialist, provide technical assistance regarding products, create material lists from specification drawings, recommend changes to bills of materials, and complete owner’s manuals and customer submittals.

Education and Experience:

Bachelor’s degree required; or one to three years of experience in a customer service, inside sales, or other service-related role and a high school diploma.

Experience with Microsoft Office Suite required.

Proven ability to learn and apply the knowledge gained.

Prior experience using an ERP system a plus.

Skills/Knowledge/Abilities:

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.

Working Conditions / Physical Requirements

• Work performed in office setting.

• Ability to sit for prolonged periods of time.

Note: The above Job Description is representative of the responsibilities and qualifications necessary to be successful in this role. It does not encompass every job duty or responsibility; other tasks may be assigned as necessary. Further the job description does not alter the at will nature of employment with Legrand and does not create a contract of employment.