Ohio Staffing
Customer Care Specialist II
Thank you for your interest in becoming part of the team at Legrand! The Customer Care Specialist II is responsible for providing information about the Company's products and resources to customers and sales team members placing inquiries via phone, e-mail, or other communication channels. This position also performs other functions and follow-up activities related to product returns, customer care, order entry, and order management. Demonstrates an ability to operate independently and consistently execute the department's core responsibilities across 2 or more brands of Legrand | AV. Duties and Responsibilities: Operate independently and consistently execute the department's core responsibilities and processes at a high level across 2 or more brands of Legrand | AV. Provide daily support and guidance to team members across sites on the proper execution of common support experiences. Respond to requests and inquiries received via phone, e-mail, chat, text, or fax by providing accurate information regarding pricing and availability, order tracking information, cross-reference look-ups, and product solutions (e.g., projection screen, building mounting, rack configuration, camera specification, etc.) for our customers. Enter orders received via e-mail, EDI, phone, or other communication channels. Follow-up with customers whose orders are incomplete or have issues that need to be resolved to ensure world-class customer care. Assist customers in navigating to and using the website. Process incoming requests from customers for returns and/or credit within brand guidelines, and, when applicable, giving estimates for repair and providing follow-up to ensure timely processing. Respond to customer non-technical problems in a timely fashion. Identify opportunities to cross-sell or up-sell products from customer-initiated contacts. Enter customer feedback tickets into SAP on a timely and consistent basis, regarding the types of calls and inquiries being received. Maintain current knowledge of company products and processes through training and other available resources. Follow established procedures to complete work. Perform work at or above pre-established performance objectives. Understand workplace hazards and take steps to proactively prevent and report hazards or injuries in the workplace. Cooperate in Safety Programs, initiatives, and investigations. Demonstrate our core values of Customer, People, Integrity, Teamwork, Continuous Learning & Improvement, and Empowerment & Accountability. Job Requirements: Essential Knowledge, Skills and Abilities Required: Demonstrated advanced knowledge of the department's systems, processes, and responsibilities. Ability to multi-task and manage several duties simultaneously is essential. Demonstrated customer-focus orientation. Outstanding listening, comprehension, and oral/written communication - including grammar, spelling, punctuation, and writing composition skills. Strong attention to detail, organization, and follow-through skills. Strong problem-solving skills. High degree of professionalism including flexibility and willingness to change schedules to meet customer needs. Proven ability to work independently and as a member of a team. High degree of confidence and resourcefulness. Proven reliability - attendance and punctuality. Advanced personal computer skills including prior use of standard functions with word processing, spreadsheet, and e-mail packages. Strong 10-key and keyboarding skills. Minimum Education and Experience Required: High school diploma or equivalent with minimum of three years of customer care experience, preferably in a product support call center affiliated with manufacturing. 3-5 years of experience in Customer Care environment with a focus on account management or equivalent roles. Scheduled hours for empl
Thank you for your interest in becoming part of the team at Legrand! The Customer Care Specialist II is responsible for providing information about the Company's products and resources to customers and sales team members placing inquiries via phone, e-mail, or other communication channels. This position also performs other functions and follow-up activities related to product returns, customer care, order entry, and order management. Demonstrates an ability to operate independently and consistently execute the department's core responsibilities across 2 or more brands of Legrand | AV. Duties and Responsibilities: Operate independently and consistently execute the department's core responsibilities and processes at a high level across 2 or more brands of Legrand | AV. Provide daily support and guidance to team members across sites on the proper execution of common support experiences. Respond to requests and inquiries received via phone, e-mail, chat, text, or fax by providing accurate information regarding pricing and availability, order tracking information, cross-reference look-ups, and product solutions (e.g., projection screen, building mounting, rack configuration, camera specification, etc.) for our customers. Enter orders received via e-mail, EDI, phone, or other communication channels. Follow-up with customers whose orders are incomplete or have issues that need to be resolved to ensure world-class customer care. Assist customers in navigating to and using the website. Process incoming requests from customers for returns and/or credit within brand guidelines, and, when applicable, giving estimates for repair and providing follow-up to ensure timely processing. Respond to customer non-technical problems in a timely fashion. Identify opportunities to cross-sell or up-sell products from customer-initiated contacts. Enter customer feedback tickets into SAP on a timely and consistent basis, regarding the types of calls and inquiries being received. Maintain current knowledge of company products and processes through training and other available resources. Follow established procedures to complete work. Perform work at or above pre-established performance objectives. Understand workplace hazards and take steps to proactively prevent and report hazards or injuries in the workplace. Cooperate in Safety Programs, initiatives, and investigations. Demonstrate our core values of Customer, People, Integrity, Teamwork, Continuous Learning & Improvement, and Empowerment & Accountability. Job Requirements: Essential Knowledge, Skills and Abilities Required: Demonstrated advanced knowledge of the department's systems, processes, and responsibilities. Ability to multi-task and manage several duties simultaneously is essential. Demonstrated customer-focus orientation. Outstanding listening, comprehension, and oral/written communication - including grammar, spelling, punctuation, and writing composition skills. Strong attention to detail, organization, and follow-through skills. Strong problem-solving skills. High degree of professionalism including flexibility and willingness to change schedules to meet customer needs. Proven ability to work independently and as a member of a team. High degree of confidence and resourcefulness. Proven reliability - attendance and punctuality. Advanced personal computer skills including prior use of standard functions with word processing, spreadsheet, and e-mail packages. Strong 10-key and keyboarding skills. Minimum Education and Experience Required: High school diploma or equivalent with minimum of three years of customer care experience, preferably in a product support call center affiliated with manufacturing. 3-5 years of experience in Customer Care environment with a focus on account management or equivalent roles. Scheduled hours for empl