Customer Service Operations Specialist

About Leviton

For more than 120 years, Leviton has been powering innovation and connecting people to what matters most. As a global leader in electrical, lighting, data networking, and energy management solutions, we are driven by a passion for excellence and a commitment to making everyday life better. Our success is built on the creativity, expertise, and dedication of our people. Join our team and be part of a collaborative culture where you can grow your career, make an impact, and help build what’s next.

About the role

Under general supervision, coordinates the operational activities, information, systems and administrative processes that support the Customer Service organization. The position maintains accurate order maintenance and operational data for the electronic storefront, monitors assigned workflows and exceptions, supports reporting and documentation, and coordinates cross-functional follow-up. The role uses approved business technologies, automation and AI-assisted tools responsibly and validates outputs before information is used or communicated.

Responsibilities

Electronic Storefront (E-Store) and Department Operations 

• Own daily e-store operations, including order processing, ERP exceptions, returns, cancellations, refunds, credits, chargeback disputes, and customer follow-up. 
• Respond to e-store customer calls, emails, and complaints and make outbound contacts as needed. 
• Troubleshoot order, payment, fulfillment, integration, and website issues with IT, eBusiness, Finance, Distribution, and Customer Service. 
• Validate and process departmental invoices in the ERP, route approvals, and coordinate submission to Accounts Payable. 
• Coordinate departmental purchases, supplies, service requests, approvals, activities, and related records.

Process Improvement and Implementation 

• Perform each assigned process until able to manage the work accurately with limited or no direction. 
• Document the workflow, systems, handoffs, controls, exceptions, recurring problems, and manual workarounds. 
• Identify opportunities to simplify work, improve accuracy and service, strengthen controls, reduce manual effort, or enable automation. 
• Develop supported recommendations, business requirements, and success measures for process, reporting, system, workflow, or technology changes. 
• Present recommendations for approval and lead approved testing, user acceptance validation, implementation readiness, communication, and post-launch review. 
• Create procedures, job aids, and training materials and train affected employees. 
• Monitor results, resolve post-implementation issues, and transition stabilized work to the appropriate owner when practical. 
• Assume the next assigned Customer Service process or system gap and repeat the improvement cycle. 

Qualifications

• Strong organization, attention to detail, follow-through and ability to manage multiple recurring priorities.
• Professional written and verbal communication and the ability to coordinate effectively across teams.
• Working proficiency with Microsoft 365 applications, including Outlook, Teams, Word and Excel, or comparable productivity tools.
• Working knowledge of CRM, ERP, case-management, reporting or workflow systems preferred.
• Basic data literacy, including the ability to compare records, identify patterns or inconsistencies, and summarize findings accurately.
• Ability to follow established procedures and controls while recognizing when an exception requires escalation.
• Ability to create and maintain clear process documentation, trackers, reference materials and status communications.
• Customer focus, discretion, accountability, curiosity and a continuous-improvement mindset.
• Ability to work independently on assigned responsibilities and collaboratively on cross-functional activities.

Education & Experience

• Associate or bachelor's degree in business, operations, information systems or a related field.
• Typically two or more years of experience in customer service, order management, business operations, administrative coordination, data maintenance or a related environment, or an equivalent combination of education and experience.
• Experience working with business applications, shared workflows, operational reporting or process documentation preferred.
• Demonstrated ability to learn new technologies and work accurately across multiple systems is required.

What We Offer

Comprehensive benefits include:

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

For more information about benefits, please go to: https://careers.leviton.com/benefits

Leviton is an EEO/AA Employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.

Reasonable accommodations may be made to enable individuals with disabilities to perform essential job functions.

Leviton is committed to transparency and security in the recruitment process and will never ask for financial information, payment, or government identification numbers during the application process. For any questions, or to ensure the legitimacy of a job posting, visit the Leviton career site, or contact us at 631.812.6544.

The future looks brighter than ever.  Join our team now!

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Pay Range

$55,000.00 - $70,000.00 per year