Sr. Customer Support Analyst

Position Description :

At a Glance

Legrand has an exciting opportunity for a Sr. Customer Support Analyst to join the Data, Power and Control Team in Lake Forest, CA.

The Sr. Customer Support Analyst is responsible for supporting all things related to the department; customer inquiries, internal communications, data entry, multitasking, project management, process improvement, and working in multiple ERP systems.

The goal is to support all customers in a timely matter ensuring a seamless superior experience.

Main Job Duties :

Lead resolution of complex customer issues and provide timely, effective solutions

Analyze and assess customer service needs, referring specialized requests to relevant departments

Maintain comprehensive records of customer interactions using CRM applications

Communicate tailored solutions for unique customer challenges, ensuring high satisfaction levels

Oversee the processing of customer purchase orders in the ERP system and coordinate internal orders

Manage online orders through Big Commerce and handle escalated phone inquiries

Provide expert support on tracking, quotations, and stock confirmations for sales teams and customers

Initiate and manage RMA processes, collaborating closely with internal departments for efficiency

Develop custom pricing sheets and coordinate inventory verification with the Operations Team

Work with the supply chain to expedite inventory fulfillment to meet customer deadlines

Identify and address pricing discrepancies, promptly informing leadership of any inconsistencies

Utilize established email templates for effective communication regarding orders and customer inquiries

Lead quoting processes and account setups in Smartsheet, HubSpot, Odoo, and Big Commerce

Pay Range : $52k - $62k

Benefits Overview : LNCA offers comprehensive medical, dental and vision coverage. LNCA offers distinctive benefits like high employer 401K match, above-benchmark paid maternity leave, paid time off to volunteer, and an active women’s network.

LNCA is an employee-centered, growth company with tremendous opportunity.

Qualifications :

Education : Typically requires a high school diploma or equivalent experience.

Experience : 3-5 Years of Customer Services Experience with a commercial, industrial, or technical background or related experience

Skills / Knowledge / Abilities :

Knowledge and experience with PO’s, Sales Order, Invoice, Product, RMA preferred

Efficient and Positive Work Ethic (Sense of Urgency).

Excellent Communications Skills (Written and Spoken).

Microsoft Word, Excel, PowerPoint, Outlook (Fluent in Office Suite)

High level customer service focus and professionalism

Self-motivated, with the ability to problem solve and multi-task effectively and efficiently in a fast-paced environment while prioritizing daily workloads

Customer Interaction, Customer Support Policies, Standards and Procedures, Inquiry

Research / Response, Product Support, Service Desk Management, Service Request Management

Process, Customer Service Help Desk Software

Physical Requirements :

Prolonged periods of sitting at a desk and working on a computer.

Must be able to lift up to 15 pounds, as needed

Travel will be required on occasion.

Company Info : About Legrand

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 Data Center Power and Control Division

The industry-leading brands of Approved Networks, Ortronics, Raritan, Server Technology, and Starline empower Legrand’s Data, Power & Control to produce innovative solutions for data centers, building networks, and facility infrastructures.

Our division designs, manufactures, and markets world-class products for a more productive and sustainable future. The exceptional reliability of our technologies results from decades of proven performance and a dedication to research and development.

Equal Opportunity Employer