Customer Care Senior Specialist

Responsibilities

• Handle customer inquiries via phone, email, chat, and SMS with professional telephone etiquette.
• Resolve customer problems by researching solutions, clarifying issues, and escalating unresolved matters.
• Document all interaction data accurately in SAP, APTOS, ReverseLogix, and Gladly.
• Maintain extensive product knowledge to provide information on materials, colors, and functions.
• Ensure customer credit card information remains confidential and secure.
• Work closely with the repair operations department to ensure timely completion of repairs.
• Train new customer service representatives and prioritize team efforts to meet service expectations.
• Support eCommerce goals and ensure all orders are processed to meet service standards.

Requirements

• Excellent interpersonal, written, and verbal communication skills.
• Ability to manage multiple priorities and adapt to a fast-paced business environment.
• Proficiency in computer systems and standard office equipment.
• Strong work ethic and the ability to work effectively in a team environment.
• Ability to sit or stand for up to 7 hours and lift up to 10 lbs.

Benefits

• Comprehensive medical, dental, and vision insurance.
• 401(k) with company match.
• Paid time off and tuition reimbursement.
• Employee discount and pet insurance.
• Career pathing and professional training opportunities.
• Employee Assistance Program (EAP) and commuter benefits.

About the Company

Since 1975, TUMI has been creating world-class business, travel, and performance luxury essentials. We are committed to empowering journeys as a lifelong partner to movers and makers, blending flawless functionality with a spirit of ingenuity. TUMI is sold globally in over 75 countries and values innovation, sustainability, and a diverse, inclusive culture.