Location
Richardson, TX | United States
Job description
At a Glance
Legrand has an exciting opportunity for a Customer Service Manager to join the Building Control Systems WattStopper Team in Richardson, TX . The successful candidate will oversee the operations of the Customer Support Call center. Manage Customer Support staff with assistance from the team leads. Maintains ongoing relationships with customers and interfaces with sales staff, distribution, manufacturing, engineering, and marketing on a regular basis to improve service and address issues. Creates enthusiasm and inspires teamwork within the Services & Sales organization, driving alignment with other BCS functions and Legrand entities.
What Will You Do?
Oversees the operations of the Customer Support Call center. Manage Customer Support staff with assistance from the team leads. Maintains ongoing relationships with customers and interfaces with sales staff, distribution, manufacturing, engineering, and marketing on a regular basis to improve service and address issues. Ensures timely and accurate interface between customer support to our customers, agents and outside sales personnel. Guides and directs customer service representatives, resolving complex customer issues. Monitors and reports customer service levels to leadership. Creates enthusiasm and inspires teamwork within the Services & Sales organization, driving alignment with other BCS functions and Legrand entities.
Main Activities:
- Organization: Team Leader competency model
- Main Interface: Internal – CSRs and department manager, pricing, customer financial services, distribution centers, manufacturing operations and product managers. External – customers, agents, freight and shipping vendors,
- Budget: Provides input to department budget, manages actual expenditures to budget during fiscal year.
- Directs activities to support high volume of incoming and outgoing customer contacts. Responsible for managing the team to established performance metrics. Analyze reports and provide recommendations and solutions to strengthen service. Provide leadership, guidance, development, and motivation to staff to achieve superior results and accomplish overall business objectives. Actively looking for ways to service our customers better. Develop and enforce metrics.
- Manager is responsible for developing and Creating enthusiasm and inspiring team and community spirit. Supervises and coordinates activities of workers engaged in customer service activities. Structures work schedules according to call volumes and budgets, with input from Team Leads and recommends to management improvements when changes are necessary. Observes and evaluates workers' performance as well as hires and discharges workers. Establishes and maintains employee performance standards. Maintains a high-quality work environment so that team members are motivated to perform at their highest level
- Resolves customer complaints when escalated and answers questions of customers regarding services and procedures. Communicates with other departments and management to resolve problems and expedite work.
- Manages customer service staff. Responsibilities include interviewing and training employees; planning, assigning, and directing work, making promotional and salary recommendations to the department manager, coaching, and developing talent, addressing complaints, and resolving problems. Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws.
- Establishes and maintains employee performance standards. Works with employees to set goals and define development needs. Provides ongoing, timely feedback and periodic formal performance evaluations, per company guidelines.
- Manage, design, and implement process and systems to maximize service. Supports innovation and creative change within Customer Services and across functions.
- Works with CSRs to handle all inbound calls from domestic customers, sales reps, and regional managers. Interacts with Pricing for quotes & purchase orders, manufacturing for lead time on products, expedites, cancellations, and tracking information. Ensures resources are in place to process all incoming EDI's.
- Backs up and fills in for staff as required in their absence.
- Oversees the quote and RMA process.
- Coordinate with other departments in handling of PO's to provide accurate information to customers. i.e.: working with planning and production. Works with Customer Financial Services to resolve credit issues and expedite order processing.
- Performs other similar and related duties as required.
Required Skills
Education: BS in business or related, or equivalent education and experience.
Experience: Minimum 8 years of progressive business experience in Sales, Customer Service, Project Management, Field Service, Sales Support or other related field. Minimum of 5 years direct management experience required. Personal Virtues: Hungry, Humble, Smart
Skills/Knowledge/Abilities:
- Strong leadership skills, with demonstrated ability to supervise others.
- Provide guidance, development and motivation to staff to achieve superior results and accomplish overall business objectives.
- Demonstrated expertise in resolving complex issues involving internal and external customers.
- Demonstrated ability to support a wide variety of internal and external customers, communicating both technical and business challenges.
- 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.
- Demonstrated exceptional customer service skills.
- Hhighly 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. An effective listener, able to maintain focus extract necessary information and validate understanding of the information.
- Solid business acumen and understanding of a variety of functional areas within the business. Industry knowledge to better understanding customer needs.
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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
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