Customer Service Representative

Fermob USA; Cumming (GA); Hybrid; USD 42,000 - 64,000; Full time

Benefits offered by this job

Competitive base salary

Potential corporate bonus

Paid time off (PTO)

401K with company match

Paid holidays

Company paid / subsidized insurance

Partial work from home (WFH) 1 day

Job summary

Fermob USA is seeking a customer‑facing professional to maintain and enhance relationships across sales channels in the US market. You will handle product and order inquiries, process orders daily, and support retailers, contract customers, designers, and consumers.

Ideal candidates have 3+ years in B2B customer service, strong communication, problem solving, and ERP/CRM experience (Sage and Salesforce preferred). This hybrid role is based in Cumming, GA with occasional remote work.

Qualifications

• 3+ years of customer service experience in B2B environment.
• High school diploma or equivalent required; college degree preferred.
• Strong customer service mindset and outstanding communication skills.
• Solid conflict-resolution skills and creative problem-solving ability.
• Strong attention to detail and proficiency in Microsoft Office; ERP/CRM knowledge (Sage and Salesforce preferred).

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 reps, and/or customers with order status, tracking, lead times.
• Send samples and marketing materials to sales reps and/or customers as needed.
• Assist with training new employees.
• Process warranty / shipping claims.
• Other tasks and projects as assigned.

Skills

Customer service

Communication

Conflict resolution

Problem solving

Attention to detail

Microsoft Office

ERP/CRM knowledge

Education

High school diploma or equivalent

College degree preferred

Tools

Sage

Salesforce

Microsoft Office

ERP systems

CRM software

Job description

About Fermob:

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.

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.

Experience, Skills & Knowledge:

• 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

Position offers:

• 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 - 1 day

Office Hours:

Monday - Friday 8:30 - 5:00 PM

Office Location:

Cumming, GA