Customer Service Representative
About The Position
Fermob USA is the North American branch of Fermob, the renowned French outdoor living brand. Serving the United States and Canada for over 20 years, we have brought Fermob furniture to American homes, workplaces, hotels, restaurants, and public spaces, with the aim of sharing the French “joie de vivre” and our love of French design. We bring people together – outdoors and indoors – and when people are connected, good things happen. For this role, we are looking for a relationship-driven, outgoing, and detailed individual with a positive work attitude who is passionate about servicing customers and enjoys working cooperatively with multiple teams. Position Summary: Maintain and enhance customer relationships across all sales channels. Help and assist customers with all product and order related inquiries. Process orders and communicate with different customer groups (retailers, contract customers, residential designers, consumers, other specifiers) on a daily basis.
Requirements
- 3+ years of customer service experience in B2B environment
- High school diploma or equivalent required; college degree preferred
- Strong customer service mindset
- Outstanding communication skills
- Solid conflict-resolution skills
- Creative problem-solving ability
- Strong attention to details
- Microsoft Office suite proficiency
- Strong ERP and CRM knowledge; Sage and Salesforce preferred
- Strong focus on TEAMWORK
- Experience working in a US subsidiary with European headquarters a plus
Responsibilities
- Answer incoming customer phone calls based on availability
- Answer incoming customer email inquiries within 24 to 48 hours of receipt
- Process sales orders daily
- Create estimates (quotes) daily as needed
- Provide pricing and discount structure, tear sheets, drawings, and product images to customers
- Follow up on open orders and estimates (open and expired) weekly
- Assist territory managers, external sales representatives, and/or customers with order status, tracking, item availability, and lead times
- Send samples and marketing materials to sales representatives and/or customers as needed
- Assist with training new employees
- Process warranty / shipping claims
- Other tasks and projects as assigned
Benefits
- Competitive base salary
- Potential corporate bonus
- Paid time off (PTO)
- 401K with company match
- Paid holidays
- Company paid / subsidized insurance package
- Partial work from home (WFH) opportunity after qualification period
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
