Customer Care Agent

**Company Description**
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.

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 in order 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 on 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 which may affect regular business.
- Help define, build, and maintain workflows within the platform to improve, operationalize and streamline relevant processes across different teams.

**Qualifications**
- Bilingual-French/English
- Experience with SAP and Salesforce preferred
- Razor sharp eye for detail and excellent knowledge of data management, creativity in problem-solving and multitasking.
- Excellent written and communication skills, with ability to communicate to all levels of the organization.
- Exceptional organizational skills with ability to prioritize, work with competing deadlines, and ability to adapt to change.
- Proven experience with problem solving skills to deliver highest level of service excellence.
- Ability to work both independently and as part of a best-in-class team.
- Self-motivated, 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 Working Environment
- Ability to interact and communicate with all levels of management.
- Team player

**Additional Information**
Typical hours 8:00 AM -5:00 PM Monday-Friday.

Hybrid: Tue, Wed, Thursday required in-office days.
- Competitive salary commensurate with experience.
- Full time employees are eligible to participant in the Employer’s benefit plans including medical, dental, prescription, life insurance and RRSP plan.

All your information will be kept confidential according to EEO guidelines.