Customer Service Account Manager

Tuuci - Hialeah, FL

Full-time - Mid Level

Hialeah, FL

Furniture and Related Product Manufacturing

About the position

The Customer Service Account Manager at Tuuci is a pivotal role responsible for delivering exceptional customer service to both internal and external clients. This position requires a comprehensive understanding of the company's premium shade products and programs, as well as a strong technical acumen. The ideal candidate will possess excellent communication skills, problem-solving abilities, and a commitment to follow-up, ensuring that customer inquiries and issues are addressed promptly and effectively. The role is based at Tuuci's headquarters in Miami, where the successful candidate will report directly to the Residential Customer Advocacy Manager. In this dynamic and fast-paced environment, the Customer Service Account Manager will develop strong relationships with customers, assisting them in resolving issues and providing installation and operating instructions. The role involves clarifying customer complaints, determining the root cause of problems, and selecting the best solutions to expedite corrections or adjustments. The manager will also be responsible for entering warranty claims, monitoring service issues, and collaborating with various departments, including engineering and sales, to ensure customer satisfaction. The position requires a proactive approach to customer service, with the ability to manage multiple tasks and maintain a high level of attention to detail. The Customer Service Account Manager will also assist clients with inquiries regarding open orders, provide freight quotes, and ensure timely feedback to quality control and engineering teams regarding any service failures or product concerns. This role is essential in maintaining Tuuci's commitment to excellence and customer satisfaction, contributing to the company's mission of enhancing outdoor living experiences through innovative design and service.

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 clients in troubleshooting products in the field that are 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, expediting correction or adjustment, and following up to ensure resolution.
• Assess and enter warranty claims in the Customer Service Interface (CSI).
• Open complaints in CSI regarding service or product issues, monitor, update, 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 the system as requested by clients, including delivery dates, specifications, and addresses.
• Provide clients with freight quotes as needed.
• Provide timely feedback to the Quality Control and Engineering departments regarding service failures, product failures, or customer concerns.
• Partner with engineering on complex issues to obtain solutions for clients and ensure effective execution of those solutions.
• Collaborate with the sales department in assessing and processing returns.
• Process credit memos, returns, and check requests related to order issues as needed.
• Assist accounting with billing discrepancies.
• Support the sales, accounting, and shipping departments in problem resolution related to orders.

Requirements

• 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 the ability to use independent judgment.
• Creative problem solver with high attention to detail.
• 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.

Benefits

• Health insurance
• 401(k) matching
• Paid holidays
• Sick days
• Personal days