Customer Care and Order Entry Agent

Company Description

INSPIRING A BETTER WAY OF LIVING ACCESSIBLE TO ALL

As the preferred partner for window and door automation, SOMFY is committed to inspiring new and better ways of living for all.

As a French, family-owned, and independent group, in continuous growth since our creation, we have been world leaders for 50 years and pioneers in home automation. Innovation continuously guides our work and guarantees the excellence of our solutions.

We are present in 58 countries, with eight production sites and 17 R&D centers. We are deeply committed to the well-being of our 7,000 employees, we promote their sustainable employability by promoting internal mobility and developing their skills. We foster diversity and inclusion by building on our strong corporate culture.

SOMFY® is the leading global manufacturer of strong, quiet motors with electronic and app controls for interior window coverings and exterior solar protections. Over 270 million users worldwide enjoy the more than 170 million motors produced by Somfy. During the past 50 years, Somfy engineers have designed products for both the commercial and residential markets to motorize window coverings such as interior shades, wood blinds, draperies, awnings, rolling shutters, exterior solar screens and projection screens. Somfy motorization systems are easily integrated with security, HVAC and lighting systems providing total home or building automation. 

Job Description

Provide best in class support to customers. Placing orders and inquiries by providing accurate information about our products, services and purchase order details. Identify and diagnose issues efficiently and accurately to achieve a high level of customer satisfaction.

• Manually process purchase orders in an ERP system
• Gather shipment details and update customers as required.
• Respond to general customer inquiries; escalate to appropriate team members when necessary.
• Process Return/Refund requests in an ERP and Logistics system (UPS/FedEx)
•  Execute appropriate solutions, alternatives, and follow up to ensure resolution of issues.
•  Creating visibility and transparent communication internally and to customers with CRM (Salesforce).
• Communicate regularly with the Customer Service Manager to provide updates on workload, scheduling, and any pertinent data that may affect regular business.
• Help define, build, and maintain workflows within the platform to improve, operationalize, and streamline relevant processes across different teams. 

Qualifications

• 2-3 years in a Customer Service role
• CRM Experience: SAP and Salesforce preferred
• Microsoft Office suite
• Razor-sharp eye for detail and excellent knowledge of data management, creativity in problem-solving, and multitasking. 
• Excellent written and communication skills, with the ability to communicate with all levels of the organization.
• Exceptional organizational skills with the ability to prioritize, work with competing deadlines, and adapt to change.
• Proven experience with problem-solving skills to deliver the highest level of service excellence.
• Ability to work both independently and as part of a best-in-class team.
•  Self-motivated, with the ability to thrive in a fast-moving and constantly evolving environment
• Enthusiastic about delivering an exceptional brand experience and passionate about customer satisfaction and loyalty.

Additional Information

•  9-hour standard business hours (including 1 hour lunch)
• Typical hours of 8 am-5pm, Monday through Friday.
• Optional work from home on Monday and Friday after the initial training period
• $60k + commensurate with experience.
• At Somfy, we care about our employees. We offer a full corporate benefits package, including a variety of options for our health plan. Dental, vision,401k with a matching program, generous PTO and sick time, an employee fitness program and more

The protection of our candidates’ personal data is a commitment of Somfy Group. We therefore ask any candidate to submit their application to us exclusively via our secure system, and not by email or postal.