Customer Care Agent

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.

We are seeking a dedicated and customer-oriented individual to join our Customer Care team as a Customer Care Agent. The primary responsibility of this role is to provide exceptional support to our customers by efficiently managing orders, handling interactions with both B2B and B2C clients, providing logistics assistance, and offering technical support to clarify solutions related to orders placed by              Somfy Baltics & Romania customers.

• Efficiently manage orders process to both B2B and B2C customers, ensuring accuracy and timely fulfillment.
• Integrate incoming orders into ERP/CRM systems, ensuring seamless data flow and accuracy throughout the order processing lifecycle.
• Maintain communication with intra-group entities for smooth logistic flows.
• Address logistics issues with partners and sales representatives, seeking solutions.
• Provide product recommendations, information, and consulting to partners.
• Analyze and improve service processes related to acquisition, logistics, and invoicing.
• Maintain connections with loyalty program partners and manage Somfy Marketplace platform.
• Prepare reports for management and assist with documentation preparation.
• Provide logistic, sales, and technical product information to the local team.
• Handle complaints and participate in finding solutions.
• Support marketing team with proofreading technical content.
• Participate in professional training and maintain professional conduct.
• Collaborate with management to achieve common KPIs and objectives.

• Previous experience in a customer service or customer care role is preferred.
• Strong organizational skills with a keen attention to detail.
• Excellent communication skills, both verbal and written.
• Strong problem-solving abilities with a customer-centric approach.
• Capability to handle warranty-related matters effectively.
• Ability to multitask and prioritize tasks effectively in a fast-paced environment.
• Proficiency in Latvian language and English language at level B2.
• Russian language proficiency is an advantage.
• Familiarity with using CRM systems and other relevant software.
• Knowledge of logistics processes and technical support concepts is an asset.
• Bachelor’s degree or equivalent experience is preferred.

• Attractive benefits package 
• Health insurance after probation period
• Interesting team building activities
• Professional support and sharing best practices
• Development and learning opportunity within international environment and friendly atmosphere

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.