Position Description

At a Glance

Legrand has an exciting opportunity for a Customer Service Supervisor to join the Data, Power & Control Team in New London, CT. The Customer Service Supervisor upervises a staff of customer support analysts that respond to requests from customers by phone or email with service excellence. The supervisor will monitor workload to ensure it is balanced across the team while ensuring they are providing an effortless customer experience to all our customers.

What Will You Do?

• Manage the daily workload to ensure required service volume and quality levels are attained.

• Ensure there is coverage to support our customers inquires, which may come in via phone or through email. Ensure orders are entered accurately and timely.

• Train and coach staff in standard policies, procedures, and best practices. Ensure the team is available on Talkdesk during their core hours and manages support cases in SFDC to manage customer's needs.

• Identify opportunities for operational improvements and implements solutions.

• Respond to escalated issues to facilitate solutions. Collaborate with other teams and areas to resolve issues impacting the customer.

• May provide direct customer support for complicated or critical issues.

Qualifications

Education:

• Typically requires a bachelor's degree or equivalent experience.

  Experience:

• Typically requires 3 years experience in the related area as an individual contributor.

• Thorough knowledge of functional area under supervision.

  Skills/Knowledge/Abilities:

• Customer Interaction

• Customer Support Policies, Standards and Procedures

• Escalation Management

• Inquiry Research/Response

• Product Support

• Service Desk Management

• Service Level Management

• Service Management

• Service Operations

• Service Request Management Process

• Customer Service Help Desk Softwar

  Salary Range: $70,000 - $85,000

  Benefits Overview: 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.

Company Info

About Legrand

Representing more than 150 years of innovation, Legrand is the global specialist in electrical and digital building infrastructures. Our purpose is improving lives by transforming the spaces where people live, work and meet with electrical and digital infrastructures and connected solutions that are simple, innovative and sustainable. Every day, over 39,000 Legrand employees work hard to enhance the buildings of tomorrow. Legrand is a global, publicly traded company listed on the Euronext ( Legrand SA EPA: LR ) with revenue of €7 billion, and products sold in 180 countries. For more information, visit www.legrandgroup.com/en

About Legrand North and Central America

Legrand North and Central America (LNCA) employs over 6,500 associates in 50 locations, working across six divisions/sector: Audio Visual, Building Controls Systems, Data Power and Controls, Electrical Wiring Systems, and Lighting. We hold a leading position in every North American market we serve and focus on exceeding our customers’ needs within the commercial, residential, and industrial industries. LNCA offers comprehensive medical, dental and vision coverage, as well as distinctive benefits like a high employer 401K match, above-benchmark paid maternity and parental leave, paid time off to volunteer, and an active/growing Employee Resource Group network. LNCA is an employee-centered, growing company with tremendous opportunity. For more information, visit legrand.us

About Legrand’s Data Center Power and Control Division

The industry-leading brands of Approved Networks, Ortronics, Raritan, Server Technology, and Starline empower Legrand’s Data, Power & Control to produce innovative solutions for data centers, building networks, and facility infrastructures. Our division designs, manufactures, and markets world-class products for a more productive and sustainable future. The exceptional reliability of our technologies results from decades of proven performance and a dedication to research and development.

http://www.legrand.us

http://www.youtube.com/legrandna

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

http://twitter.com/legrandNA

Equal Opportunity Employer

LocationUS-CT-New London

Positions 1

Experience (Years) 3

Category Customer Service