Company Snapshot
Headquartered in Miami, Tuuci is a global leader in premium shade products for residential, hospitality, and commercial outdoor settings. The Tuuci team includes experts in design, engineering, sales, marketing, and production. We work in a fast-paced, fun, and diverse environment where the exchange of ideas and professional growth are encouraged. Our teams strive to meet and exceed the Tuuci vision: to help people live their best life outdoors through inspiring design, enduring performance, and convivial service. Our culture supports this vision by encouraging creativity, driving excellence, and supporting personal growth and development.
Position Summary
The customer service representative is responsible for providing excellent and effective customer service for all internal and external customers. This person will be required to have an in-depth knowledge of company products and programs as well as technical acumen. Excellent communication, problem solving, and follow-up skills are a must; the ability to work independently as well as within a team environment.
Location & Reporting Structure: This position is based in Miami at Tuuci headquarters and reports to the Residential Customer Advocacy Manager.
Essential Duties and Responsibilities
- Develop a strong relationship with each customer through a willingness and desire to assist them in solving problems
- Strengthen that relationship with quick and efficient communication and response via phone call or email
- Provide installation and operating instructions, assist client in trouble shooting with product in the field that is not operating properly.
- Resolve product or service problems by clarifying the customer’s complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
- Assess and enter warranty claims in CSI. Providing the assistance needed to expedite resolution for the client and claim fulfillment.
- Open complaints in CSI regarding service or product issues, monitors, updates and close cases in a timely manner in accordance with customer service standards.
- Assist clients with inquiries and changes regarding open orders in the system (such as lead time and status updates).
- Update open orders in our system as requested by client such as, delivery dates, specifications, addresses etc.
- Provide clients with freight quotes as needed.
- Provide timely feedback to the QC and Engineering departments regarding service failures, product failures or customer concerns.
- Partner with engineering on complex issues to obtain a solution for the client and ensures the solution is quickly and effectively executed
- Partner with the sales department in assessing and processing returns.
- Process credit memos, returns and check requests related to order issues as needed. Assists accounting with billing discrepancies.
- Assist the sales, accounting and shipping departments, as needed, in problem resolution of issues related to orders.
Education and Qualifications
- Bachelor’s degree.
- 3+ years of experience in sales, design, or operations within a related industry.
- Excellent interpersonal skills, with a strong ability to develop and nurture business relationships.
- Solid written and verbal communication skills.
- Ability to collaborate effectively cross-functionally.
- Self-starter with ability to use independent judgment.
- Creative problem solver.
- High attention to detail.
- Prowess understanding and conveying technical information.
- Strong organizational and multi-tasking skills, including time management.
- Strong work ethic and integrity.
- Passionate about client development, service, and relationships.
- Proficiency in, MS Office (Word, Excel, PowerPoint) and experience with Salesforce preferred
Tuuci Offers
- A welcoming and inclusive work environment.
- Culture that fosters diversity of thought and encourages innovation.
- Support for professional growth and development.
- Dynamic team of talented professionals dedicated to excellence.
- Opportunity to make an immediate impact and contribute innovative ideas.
- Competitive benefits package includes health benefits, matching 401k retirement plan, paid holidays, sick days, and personal days.
About Tuuci
For 26 years, Tuuci® has revolutionized outdoor living spaces with durable, innovative shade and furniture products featuring nautically inspired designs. Founded by Dougan Clarke in 1998, the Ultimate Umbrella Company, Inc., (simply known as “Tuuci”), was born from his seaside roots in Miami, where Clarke began his career as a marine outfitter for high performance yachts.
With a keen eye on design and a passion for form and function, Clarke applied his craftsmanship to the shade industry to create Tuuci’s unique brand of marine grade shade architecture. Today, Tuuci’s distinctive, award-winning shade designs, luxury outdoor furniture and versatile shade structures are sought by leading design professionals within the commercial, hospitality and residential design communities around the world.
Globally headquartered in Miami, the company maintains two additional manufacturing centers in the Netherlands and Vietnam and operates trade showrooms in Chicago and Atlanta.
Tuuci’s sense of community is a cornerstone of the company’s foundation, providing charitable outreach across a host of environmental and humanitarian concerns. The company’s mission is to help people live their best life outdoors through inspiring design, enduring performance, and convivial service.