We are seeking an experienced professional to join our Customer Service team and serve as the point of contact for customers in Latin America. You will be responsible for entering orders, addressing inquiries, providing shipping updates, and resolving any issues related to import/export orders.
In this role, you will:
- Receive and process customer quotes and purchase order requests via phone, web, or e-mail
- Process pro-forma invoices (international orders) and blanket orders
- Understand the steps to create required customs documentation
- Gather shipment details and update customers as required.
- Answer incoming customer emails and calls to support order processing and inquiry resolution.
- Ensure transparent communication and continual follow-up regarding order status.
- Ability to problem solve and provide proactive resolutions.
- Diffuse customer complaints and provide appropriate solutions in a timely manner.
- Demonstrate a mindset that recognizes the importance of the satisfaction of our customers. Escalate issues to management in a timely fashion with an appropriate sense of urgency.
- Identify opportunities for continuous improvement to optimize the efficiency of resources
- Bilingual in Spanish and English required; Italian is a plus
- At least 3-5 years Customer Service background
- Experience with processing international orders
- Excellent organizational, communication, interpersonal and problem-solving skills with the ability to work effectively in teams.
- Strong attention to detail
- Ability to work independently
- Proficiency in relevant software and tools:
- Microsoft 365
- Salesforce or comparable CRM
- SAP a plus
Working Environment:
- Office Environment, Tlalnepantla de Baz, Mexico
- Typical standard business hours of 8:00 am - 5:00 pm(including 1 hour lunch), Monday through Friday
Compensation & Benefits:
- Competitive salary commensurate with experience.
- Full corporate benefits package, including health, savings fund and food vouchers.
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.
