Customer Service Account Manager

Tuuci • Hialeah, FL

8d • Onsite

About The Position

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.

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 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

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.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level