Customer Care Senior Specialist

Tumi•Vidalia, GA

2d•Onsite

About The Position

This position is responsible for handling customer questions, taking inbound calls, making outbound calls, providing information about Tumi's products and delivery of exceptional levels of customer satisfaction.

Requirements

Proper use of and understanding computer systems (APTOS, Gladly, SAP, ReverseLogix, Live Chat, UPS/UPS CampusShip)
Extensive knowledge of all product lines, including materials, colors, and functions.
Ability to make effective independent decisions representing day-to-day issues.
Ability to work closely with the repair operations department in Georgia to ensure that repairs are completed on a timely basis.
Ability to train new customer service representatives.
Ability to prioritize efforts of customer service representatives to ensure all orders are processed to meet service expectations.

Nice To Haves

Proactively suggests alternative products when an item is unavailable.

Responsibilities

Utilize appropriate telephone etiquette and techniques to respond to customer calls promptly, courteously, and professionally.
Handle customer inquiries telephonically, by email, chat and SMS.
Respond to customer calls and emails promptly, as required.
Document all calls information in SAP, APTOS, ReverseLogix and Gladly according to standard operating procedures.
Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.
Ensure that customer credit card information remains confidential and is safeguarded against unauthorized access.
Support of established eCommerce goals and integration of eCommerce into daily operations.
Ensure all customer issues are resolved in an appropriate and timely manner within company guidelines.
Ensure all orders are processed to meet service expectations.
Demonstrates extensive knowledge of all product lines, including materials, colors, and functions. Proactively suggests alternative products when an item is unavailable.
Makes effective independent decisions representing day-to-day issues.
Proper use of and understanding computer systems (APTOS, Gladly, SAP, ReverseLogix, Live Chat, UPS/UPS CampusShip)
Work closely with the repair operations department in Georgia to ensure that repairs are completed on a timely basis.
Responsible for training new customer service representatives.
Prioritize efforts of customer service representatives to ensure all orders are processed to meet service expectations.