Customer Support Analyst

About Legrand

Legrand North America provides an exciting opportunity for a Customer Support Analyst to join the Data, Power and Control Team in New London, CT.

• Validate and execute orders for quality data, including product files, customer data, pricing discrepancies, order date alignment and shipment method based on customer’s direction.
• Provide direct interface between customers and internal team members. Establish and maintain a positive relationship in problem resolution.
• Encourage employees to work independently with Regional Sales Manager, sales representatives and customers to identify possible improvements to help leverage the Company’s capabilities.
• Conduct ongoing reviews with sales and rep agency groups on upcoming projects, critical stock issues and partial shipment information on sales orders.
• Collaborate with the quotation team to ensure customer expectations are met.
• Manage SAP reports to identify incomplete sales orders, required data maintenance, on-time delivery, manage EDI errors, etc.
• Assist with managing customer order/line fill and on-time delivery with the goal to maximize order fill while ensuring on-time delivery to the customer.
• Lead or participate in identifying key drivers which hinder the Company from achieving order and line fill goal of 90%.
• Communicate and coordinate with warehouses and OEM suppliers on orders outside the normal policy or normal production, capability, etc., to enable the Company a better opportunity to service the customer.
• Evaluate trade‑off of time, cost and service to satisfy both the Company and its customers.
• Manage the order‑to‑delivery flow for key customers / project orders.
• Resolve conflicts/issues in shipping and delivering orders on time as requested by the customer.
• Perform other similar and related duties as required.

• B.S. degree in Logistics or Business or equivalent work experience.
• 3+ years of relevant Customer Service or Sales experience.

• Excellent project management skills, including timely and effective decision-making, handling multiple priorities and delegating responsibilities.
• Independent judgment to plan, prioritize, organize and accomplish a diversified workload while managing multiple customers simultaneously.
• Exceptional customer service skills and a strong customer orientation.
• Strong computer skills, proficient with word processing, spreadsheet, presentation software, email, meeting management software, and business‑specific applications. Experience with SAP and Salesforce desired.
• Highly collaborative, able to work in a team‑based environment, fostering open communication and supporting an environment of innovation and creative change.
• Demonstrated problem analysis and problem resolution at both a strategic and functional level.
• Excellent verbal and written communication skills; effective listener, able to maintain focus, extract necessary information and validate understanding; able to create effective reports, presentations and business correspondence.

Base pay range: $45,000.00/yr - $50,000.00/yr. Additional annual discretionary bonus. Comprehensive medical, dental and vision coverage, a high employer 401(k) match, above‑benchmark paid maternity and parental leave, paid volunteer time off, and an active/growing Employee Resource Group network.

New London, CT

Associate

Full-time

Customer Service and Sales