SOMFY® is the leading global manufacturer of high quality electric motors and electronic 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.SOMFY® is the leading global manufacturer of high quality electric motors and electronic 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 Summary

Responsible for driving a wide variety of duties to manage, control, and coordinate the customer service functions. Provide guidance for large expenditures, acquiring and maintaining customers by providing industry-leading service, and ensuring the customer’s needs (voice of the customer) are met, under the direction of the Director of Customer Service.

Duties & Responsibilities

• Maintain a strong customer service function to support the corporate service rate target.
• Responsible for motivating and getting the “buy in” of the supporting sales teams to achieve goals.
• Carries out managerial responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include interviewing, hiring and training employees; planning, assigning and directing work in coordination with the Call Center Operations Lead; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
• Develop a five-year department plan to align processes, resources and department goals with current and future objectives.
• Encourages team members to look for opportunities for process simplification and improvements.
• Develops and implements strategic customer service expectations, metrics and plans to provide industry-leading service.
• Utilize CRM software to enhance product research, customer requirements and market trends.
• Handle escalated customer correspondence, complaints, and inquiries, especially on top accounts.
• Identify trends in customer satisfaction or dissatisfaction and communicate with the Customer Care Representative (CCR), Account Manager and Management as needed.
• Work with Business Data Intelligence Mgr and Call Center Operations Lead to develop KPI measurements regarding internal team performance and execution.
• Ensures compliance to company policies on pricing, business ethics, and sales cost management.
• Maximizes company achievement in customer satisfaction by effective teamwork among sales, logistics and supply chain, engineering and accounting. (Pricing, scheduling, and prioritizing competing demands for resources.)
• Ensures employees and processes operate in an environmentally responsible manner.
• Other duties as assigned to meet Departmental and Company objectives.

Qualifications

• Highly skilled in strategic planning, organization and execution.
• Excellent written and communication skills, with ability to communicate to all levels of the organization.
• High level of proficiency in Excel and PowerPoint and presentation skills with experience communicating on a management level.
• Self-motivated, ability to thrive in a fast-moving, and constantly evolving environment
• Strong business acumen with a history of using data to solve problems, deep analytical and technical mindset, and an ability to drive and own business relationships.
• Multilingual, Spanish a plus

Education/Experience

• Bachelor's degree (B.A.) from four-year college or university; and 5 plus years related experience or equivalent combination of education and experience strongly preferred.
• Experience with ERP systems such as SAP strongly preferred.