Customer Service Representative III

At Leviton, we build what's next to light, power, and connect everyday spaces—from electrical to lighting, to data networks, and energy management. With over 115 years of history, Leviton develops thoughtful solutions that help make customers' lives easier, safer, more efficient, and more productive. We recognize that our people are our greatest asset and encourage bringing skills and passion to a challenging, constantly changing world.

About the role

The Customer Service Representative III is responsible for effectively handling requests and inquiries from customers and the sales force regarding customer orders, quotations, claims, stock availability, shipping specifications, and product information to ensure customer satisfaction. This role helps assure the Customer Service organization meets or exceeds customer needs by providing “World Class Customer Service.”

Responsibilities

• Coordinates project tasks with territory team members to serve customers and provides feedback on team member reviews.
• Serves as team leader for the territory team, instructing and directing a Customer Project Specialist I or II to meet the needs of assigned accounts.
• Supports other teams as needed and assists the Strategic Account Team with logistics to ensure maximum customer satisfaction.
• Acts as the point of contact for distribution and sales teams regarding assigned accounts within the territory.
• Communicates and coordinates with the Regional Sales Manager to support territory growth.
• Supports strategic account logistics and takes direction from strategic account team members.
• Performs project management responsibilities, including utilizing project tracking and configuration tools to maximize effective response to customer projects, and setting up and maintaining stocking programs.
• Recommends solutions to generate sales revenue, contacts new leads, and presents additional solutions to current customers.
• Determines proper product configuration for specific applications with a strong understanding of multiple configuration teams and part numbering approaches.
• Applies technical and product knowledge to identify and resolve potential problems using internal resources.
• Understands all Network Solution products, both Standard and Make to Order, and how they fit within customer projects.
• Facilitates shipping dates that meet customer needs, communicates delivery expectations, and expedites orders as necessary.
• Manages complex and major customer accounts, solves various complex customer issues, and builds simple and complicated quotations and pricing agreements.
• Applies discounts within constraints, focusing on balancing profitability and sales growth.
• May develop formal functional area or process expertise, including conformity tracking, procedural accuracy, training, and results reporting.

Requirements

• Grasp and understanding of technical concepts.
• Excellent customer service skills.
• Sense of urgency.
• Ability to communicate effectively using phone, fax, and email with internal and external customers.
• Attention to detail and ability to handle mathematical calculations surrounding pricing and billing (e.g., discounts, interest, commissions).
• Ability to multi-task and handle a high volume of work in a fast-paced environment.
• Proven ability to work in a team environment.
• Proficiency in Excel and Word.
• Ability to present information and respond to questions from groups of managers, clients, customers, and the public.
• Methodical and independent problem-solving, focusing on detailed information, data, and metrics.

Qualifications

• Associate’s Degree in a related field required; Bachelor’s degree preferred.
• Minimum 3 years of customer service experience, preferably in a manufacturing environment.
• At least 1 year of previous work experience with technical products required.
• Telecommunications, Datacom industry, and Made-to-Order experience preferred.
• Inside sales or consultative customer service experience a plus.
• Less than 10% travel required.

Benefits

• Medical, dental, and vision insurance programs.
• 401K plans with employer-matching contributions.
• Tuition reimbursement.
• Paid time off (PTO).
• Paid holidays.
• Volunteer time off.