Customer Service Team Leader

Position Description:

At a Glance

Legrand has an exciting opportunity for a Customer Service Team Leader to join the Building Control Systems Team in Richardson, TX. The Customer Service Team Leader will provide day-to-day guidance for the Service Operations Reps (SORs) in the Regional Services Department. Work closely with SORs on a daily basis to identify and resolve problems associated with order processing, return merchandise authorizations, project business, and pricing discrepancies. Effectively utilize authority and accountability to quickly and creatively problem-solve issues; and, continually monitor and assess customer service performance. Maintain ongoing relationships with peers, key customers (internal/external) and interface with sales staff, operations, manufacturing, and marketing on a regular basis.

What Will You Do?

This position is responsible for backfilling SOR positions during times of need, resolving customer complaints and issues, answering customer inquiries and utilizing both product and process knowledge to improve sales and maintain customer satisfaction.

Directs activities to support high volume of incoming and outgoing customer contacts by issuing instructions and duties to SORs to address day-to-day operations.

Fosters open communication and creates an environment of innovation and creative change through enthusiasm and inspiration that result in a cohesive team and community spirit. Promote an environment that is enabling, and fosters trust and open communication with team, peers and all business partners. Provides day to day operational leadership, guidance, development and motivation to staff to achieve superior results and accomplish overall business objectives.

As needed, supports employee performance in relation to established standards. May schedule shift coverage including addressing illnesses and vacations. Also supports hiring, coaching and developing talent as well as training of all new hires. Review and modify internal policies and procedures. Champion creative change to improve processing and service levels.

Performs other similar and related duties as required.

Qualifications:

Required Skills

Education:

Bachelor's degree or equivalent experience.

Experience:

Three or more years experience in customer service.

A minimum of 2 years experience in a leadership role in customer service environment, and experience in the electrical industry and product knowledge preferred.

Skills/Knowledge/Abilities:

Electrical industry knowledge, retail industry knowledge or other relevant experience to better understand customer needs.

Must have strong leadership skills, with demonstrated ability to lead others.

Provide guidance, development and motivation to staff to achieve superior results and accomplish overall business objectives.

Requires strong organizational and time management skills and be able to effectively handle multiple priorities. Ability to work in a high volume, fast paced environment is a must.

Independent judgment is required to plan, prioritize, organize and accomplish a diversified work load.

Must have demonstrated exceptional customer service skills and a strong customer orientation. Must have a Process Improvement spirit with the ability to lead small projects around Continuous Improvement Initiatives.

Must be highly collaborative and able to work in a team based environment. Must foster open communication and support an environment of innovation and creative change.

Able to communicate effectively both in written format and oral presentation. Able to create effective reports, presentations and business correspondence. Must be an effective listener, able to maintain focus extract necessary information and validate understanding of the information.

Strong computer skills, proficient with word processing, spreadsheet and presentation software, e-mail and meeting management software. Ability to use internet and web based resources efficiently and effectively.

Must be proficient in negotiation and influencing skills.

Must have solid business acumen and understanding of a variety of functional areas within the business.

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

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

About Legrand’s Building Control Systems Division

Legrand’s Building Control Systems (BCS) division includes the Wattstopper, Vantage, and Shading Systems product lines. BCS industry-leading energy-efficient lighting controls technology and services are designed to meet code, ensure ease of installation, and enable precision control of light in offices, classrooms, hospitals, homes, and more. Combined with our Shading Systems for residential and commercial applications, Legrand’s Building Control Systems provides leading solutions for the control of natural and electric light in spaces where people live, learn, and work. BCS teams’ partner with designers to offer solutions that meet today’s green initiatives, including LEED, WELL Building, Living Building Challenge, and more

Equal Opportunity Employer

Permanent