Job Details
Who we are:
Since 1975, TUMI has been creating world-class business, travel and performance luxury essentials, designed to upgrade, uncomplicate, and beautify all aspects of life on the move. Blending flawless functionality with a spirit of ingenuity, we re committed to empowering journeys as a lifelong partner to movers and makers in pursuit of their passions. The brand is sold globally in over 75 countries with approximately 2,000 points of sale.
Your role at Tumi:
The Customer Care Representative position is responsible for handling customer questions in a high-volume call environment, supporting inbound and outbound customer communication, providing information about Tumi's products, and delivering exceptional customer satisfaction.
Responsibilities:
- Use proper telephone etiquette and techniques to answer customer calls promptly, politely, and professionally.
- Handle customer inquiries both telephonically, by email, and by text.
- Follow-up customer calls where necessary.
- Document all call information according to standard operating procedures.
- Resolve customer problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.
- Ensure all customer issues are resolved appropriately and timely within company guidelines.
- Ensure all orders are processed to meet service expectations.
- Ensure customer information remains confidential and inaccessible to others.
- Support eCommerce goals and daily operations.
- Has detailed knowledge of all product lines, including material, color, and function. Suggests substitutions for the product that is no longer available.
- Makes effective independent decisions representing day-to-day issues.
- Ensure compliance with applicable occupational safety and health regulations.
- Enhances organization's reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
Tumi employees work in the office four days per week and remotely one day per week, as permitted by the business.
We're excited if you have:
- Some customer service or call center experience preferred
- High school diploma or GED
- Must be able to read, write and understand written English
- Proficient typing and computer skills
Why you'll love working here:
At TUMI, you ll find a dynamic working environment, joining a community where each team member is empowered with an entrepreneurial spirit. Associates are respected as a vital part of the organization and recognized for their contributions. We believe in a workplace that gives every individual the opportunity to make an impact, and our ongoing commitment is to provide all the tools you need to succeed guidance towards individual career growth, professional training and development initiatives, and a motivating, exciting environment along with competitive salaries and comprehensive benefits programs.
What we value:
- INNOVATIVE BY NATURE. SUSTAINABLE BY CHOICE. TUMI protects the things that matter most, the things you own and the planet you travel to see. Our planet is an astonishing place and we believe it s our responsibility to preserve it for travelers of the future. By putting excellence and quality first, we ensure that every TUMI product has lifelong purpose, supported by our rigorous testing standards, exploration of recycled materials, and global repair network.
- PARTNERS WE BELIEVE IN. Staying true to our values by helping take care of the most vulnerable among us aligns with our mission and is a core element of what we do. We focus on three main areas: promoting wellbeing; empowering vulnerable communities; and protecting the earth s beautiful places. Each year we extend our philanthropic efforts to partners that help better the world. From supporting St. Jude Children s Research Hospital fight to cure childhood cancer to Waves for Water who provides clean water to communities in need, we proudly stand by the profound changes they enact.
- DIVERSITY & INCLUSION. As an organization, we are committed to a diverse and vibrant culture, welcoming people from all walks of life. Our long-standing commitment to diversity and inclusion empowers each of us to bring our authentic selves and unique differences to work every day.
The actual rate of pay offered depends on various factors, including qualifications for the position and relevant experience; as well as other legitimate, non-discriminatory business factors specific to the position or location.
Tumi is an equal opportunity employer and is committed to promoting and maintaining a work environment in which all applicants, associates, customers, and other individuals are treated with dignity and respect free from unlawful harassment, discrimination, or retaliation.