Customer Care Specialist

Location: Ottawa, Ontario CA

Apply

Sign up to receive career updates before completing the application

Note: You will complete the application on the next page

×

Skip & Continue

Job Number: 916

External Description:

Position Description


At a Glance

Legrand has an exciting opportunity for a Customer Care Specialist to join the Audio Video Division in Ottawa, Ontario, Canada. The successful candidate will be responsible for providing information about the Company's products and resources to customers and sales team members, placing inquiries via PureCloud, phone, e-mail, chat or fax. This position also performs other functions and follow-up activities related to customer care, order entry, and order management. Responsible for answering customer inquiries or complaints, processing orders, researching and resolving requests to improve sales, and maintain customer satisfaction. Maintains an ongoing relationship with customers, field sales, distribution, purchasing, manufacturing, RSM's, and marketing. Provides day-to-day support for new staff.

What Will You Do?
  • Responds to requests and inquiries received via phone, e-mail, chat, or fax by providing accurate information regarding pricing and availability, order tracking information, cross reference look ups, and product solutions for our customers, etc.
  • Assists customers in navigating to and using website.
  • Identifies opportunities to cross-sell or up-sell products from customer-initiated contact.
  • Enters orders received via PureCloud, e-mail, EDI, or fax.
  • Tracks order activity and alerts appropriate staff of any potential delivery problems. Follows-up with customers whose orders are incomplete or who have issues that need to be resolved, to ensure world class customer care. Performs backend order maintenance to ensure efficient order processing.
  • Expedites the delivery of selected orders as needed.
  • Maintains current knowledge of all company products/brands and processes through training of available resources.
  • Completes specific training modules and department training to develop and enhance product knowledge and understanding of processes, procedures, and protocols. Provides guidance and assistance to new or less experienced staff. Documents procedures as required.
  • Fosters open communication internally and externally and champions creative change to improve processing and service levels. Takes on special projects or additional work as required. Delivers assignments within specified time allowance.
  • Supports committed accounts and/or sister-companies to ensure delivery of exceptional service and to build commitment and satisfaction while providing complete solutions/resolutions to issues. This includes responsibilities assigned such as EDI.
  • Follows established procedures to complete and perform work at or above pre-established performance objectives.
  • Understands workplace hazards and take steps to proactively prevent and report hazards or injuries in the workplace. Cooperates in safety programs, initiatives, and investigations.
  • Demonstrates our five core values of Integrity, Customer Responsiveness, Innovation, Passionate Contribution & Empowerment, and Continuous Improvement.

Qualifications


Required Skills

EDUCATION:
  • 2+ year college associate degree or certificate, or equivalent experience.

EXPERIENCE:
  • Minimum of 3 years of experience in support role or call center role.

SKILLS/KNOWELDGE/ABILITIES:
  • Industry knowledge, technical, electrical and/or mechanical experience or aptitude is preferred.
  • Knowledge of low voltage applications and 10 brand support (Brand knowledge: Middle Atlantic, On-Q, Ortronics, Quicktron, C2G, Wiremold Chief, Da-Lite, Vaddio) is a preferred.
  • Previous experience with SAP applications, reports, etc. (or similar operating systems) is preferred but not necessary.
  • Previous experience with Interactive Customer Operating System (PureCloud/Genesis) applications, reports, etc. (or similar operating systems) is preferred but not necessary.
  • Previous experience with Salesforce applications, reports, etc. (or similar operating systems) is preferred but not necessary.
  • Ability to speak and write in both French and English is preferred.

Special Job Requirements/Working Conditions/Physical Demands
  • Hours for employees in this position vary to support business hours of 8:00 am to 5:30 pm M-F; new employees generally start with the 9:00 am to 5:30 pm shift.
  • Overtime and weekend hours may occasionally be required.
  • Work environment: General office (call center).
  • While performing the duties of this job, the employee is regularly required (for the majority of the working day) to sit or stand and make coordinated movements of the fingers for data entry on a keyboard.

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 Audio Video (AV) Division

The AV brands of Legrand are a leading global provider of innovative mounting and display solutions for various audio visual technologies. Our innovative products, sold principally under the Chief, Da-Lite, Middle Atlantic, Nuvo, On-Q, Projecta, Sanus and Vaddio brand names, are distributed through numerous channels. Our mission is to provide the foundation for amazing AV experiences through innovative solutions and exceptional service that solve our customers' AV integration and technology challenges. For more information, visit https://www.legrandav.com/

http://www.legrand.us

http://www.youtube.com/legrandna

http://www.linkedin.com/company/44580

http://twitter.com/legrandNA

Equal Opportunity Employer

Community / Marketing Title: Customer Care Specialist

Location_formattedLocationLong: Ottawa, Ontario CA

Job Number: 6253