Customer Support Analyst; Hybrid

Customer Support Analyst (Hybrid)

Legrand, North America

Data, Power and Control Team in New London, CT on a hybrid basis.

Responsible for validating and completing incoming customer orders to ensure effective execution of orders from placement to delivery. Works closely with the Planning and Warehouse teams to optimize order fill and line fill for customer orders. Manages customer orders and proactively communicates to prevent issues that could impact delivery on time in full. Oversees all inbound calls from internal and external customers related to order management, inquiries, and non-conformances.

Maintains an effective relationship and coordinates communications between customers, field sales, distribution, purchasing, planning, manufacturing, and marketing.

Legrand has an exciting opportunity for a Customer Support Analyst to join the Data, Power and Control Team in New London, CT on a hybrid basis.

Key responsibilities include:

• Validate and execute orders for quality data, including product files, customer data, pricing discrepancies, order date alignment, and shipment method based on customer direction.
• Act as a direct interface between customers and internal team members, establishing and maintaining positive relationships in problem resolution.
• Interact with customers to recommend improvements and ensure the completeness and accuracy of orders to meet customer needs.
• 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, and EDI errors.
• Assist with managing customer order/line fill and on-time delivery to maximize order fill while ensuring timely delivery to the customer.
• Communicate and coordinate with warehouses and OEM suppliers on orders outside normal policy or production capacity.
• Evaluate trade-offs of time, cost, and service to satisfy both the Company and its customers.
• Manage the order-to-delivery flow for key customers and project orders.
• Resolve conflicts or issues in shipping and delivering orders on time as requested by the customer.
• Perform other similar and related duties as required.

Education: B.S. degree in Logistics, Business, or equivalent work experience.

Experience: 3+ years of relevant Customer Service or Sales experience.

Skills/Knowledge/Abilities:

• Excellent project management skills, with demonstrated ability to decide timely and effectively, handle multiple priorities, and delegate responsibilities to ensure high-quality service.
• Independent judgment to prioritize, organize, and accomplish a diverse workload and manage the requirements of multiple customers concurrently.
• Exceptional customer service skills and a strong customer orientation.
• Strong computer skills, proficient with word processing, spreadsheets, presentations, email, and meeting management software. Experience with SAP and Salesforce is desired.
• Highly collaborative, able to work in a team-based environment, fostering open communication and innovation.
• Demonstrated problem analysis and resolution at both strategic and functional levels.
• Excellent verbal and written communication skills; effective listener capable of maintaining focus, extracting necessary information, and validating understanding.

Salary: $45,000 - $50,000 plus annual discretionary bonus.

LNCA offers comprehensive medical, dental, and vision coverage, a high employer 401(k) match, above-benchmark paid maternity and parental leave, paid time off to volunteer, and an active growing Employee Resource Group network.

Legrand is an Equal Opportunity Employer.