What are the responsibilities and job description for the Customer Service Manager position at SOMFY Group?
Company Description
As the preferred partner for window and door automation, Somfy is committed to inspiring new and better ways of living for all. Better ways of producing, consuming, and housing that we must imagine together around the world in order to inhabit our planet in a more virtuous and permanent way. Acting for better ways of living means fostering the alliance of a sustainable economic model with environmental protection and self-fulfillment for everyone.
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 59 countries, with eight production sites and 17 R&D centers. We are pursuing an ambitious industrial strategy based on “Smart Living” and the value we bring to our customers.
We are committed to reducing our environmental footprint every day. Today, more than 60% of our products are eco-designed, and all will be by 2030. At the same time, we have implemented a responsible purchasing policy that prioritizes local suppliers.
We are deeply committed to the well-being of our 6,880 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.
Job Description
Are you someone who cares about customer experience, and wants to be able to see the impact of your program on customers? Can you envision a time when the experience is so good that service isn't necessary? Then we're looking for you!
As a member of the Customer Service leadership team, the Customer Service Manager role is responsible for leading a wide variety of duties to guide, inspire, 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.
- 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
- 5 plus years related experience or equivalent combination of education and experience strongly preferred.
- Experience with ERP systems such as SAP strongly preferred.
Additional Information
All your information will be kept confidential according to EEO guidelines.
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.