Customer Care Specialist I

Legrand Av - Saint Paul, MN

Full-time

Saint Paul, MN

About the position

The Customer Care Specialist II at Legrand is responsible for providing comprehensive support and information regarding the company's products to customers and sales team members. This role involves handling inquiries through various communication channels, managing product returns, and ensuring high-quality customer care across multiple brands. The specialist operates independently while executing core responsibilities and processes, contributing to a positive customer experience.

Responsibilities

• 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, and product solutions.
• 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.
• Assist customers in navigating to and using the website.
• Process incoming requests from customers for returns and/or credit within brand guidelines.
• 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.
• Maintain current knowledge of company products and processes through training and other available resources.
• Follow established procedures to complete work and perform at or above pre-established performance objectives.
• Understand workplace hazards and take steps to proactively prevent and report hazards or injuries in the workplace.

Requirements

• Demonstrated advanced knowledge of the department's systems, processes, and responsibilities.
• Ability to multi-task and manage several duties simultaneously.
• Demonstrated customer-focus orientation.
• Outstanding listening, comprehension, and oral/written communication 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 in 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.
• High school diploma or equivalent with a minimum of three years of customer care experience.

Nice-to-haves

• Bachelor's Degree in marketing, sales, finance, or other business-related field.
• Previous experience with SAP application and contact management (ACD) system.

Benefits

• Comprehensive benefit package including health insurance, paid holidays, and opportunities for professional development.