Customer Service Representative
Description
Company Snapshot:
Born in Miami more than a quarter of a century ago, Tuuci is the global leader in premium shade and placemaking products for hospitality, commercial, and residential outdoor settings. From locations in North America, Europe and Asia, our teams strive to meet and exceed the Tuuci vision: to help people live their best life outdoors through inspiring design, enduring performance, and convivial service. We work in a fun, fast-paced, and diverse environment in which close collaboration and the spirited exchange of ideas are encouraged. Our culture supports our vision by encouraging creativity, driving excellence, and supporting personal growth and development.
Position Summary:
The Customer Service Representative (CSR) plays a key role in supporting customers by providing timely, accurate, and helpful assistance. This role focuses on order support, technical troubleshooting, and resolving customer inquiries. This is an ideal opportunity for someone with foundational customer service experience who is looking to grow their skills in a supportive, team-oriented environment.
Reporting Relationships: This role reports to the Sr. Director of Customer Advocacy and Process.
Location: This position is on site in Hialeah, FL
Key Responsibilities
- Provide timely, professional support to customers via phone and email
- Assist customers with order status, updates, and general inquiries
- Help troubleshoot common product or installation issues using internal resources
- Resolve customer concerns by identifying issues, explaining solutions, and following through to completion
- Enter and manage customer requests, warranty claims, and service cases in internal systems
- Update orders including delivery details, specifications, and addresses as needed
- Support returns, credits, and basic billing inquiries in partnership with internal teams
- Provide freight quotes and order-related information when requested
- Work with engineering on complex technical issues
- Partner with sales, operations, and shipping teams to resolve order-related issues
- Share customer feedback and recurring issues with internal teams to improve products and processes
Qualifications
- High school diploma (Bachelor’s degree a plus, not required)
- 1–2 years of customer service, administrative, or support experience
- Strong written and verbal communication skills
- Comfortable working with systems and learning new tools (CRM experience a plus
- Detail-oriented with good organizational and time management skills
- Ability to handle multiple tasks and prioritize effectively
- Problem-solving mindset with a willingness to ask questions and learn
- Team-oriented with a positive, dependable attitude
- Strong aptitude in Outlook required, excel a plus
Nice to Have (Not Required):
- Experience with Salesforce or similar CRM systems
- Exposure to manufacturing, logistics, or product-based environments
Tuuci offers:
- Welcoming friendly environment
- Culture that encourages diversity of thought
- Support for professional growth and development.
- Dynamic and talented staff of creative professionals
- Collaborative environment that welcomes innovative ideas and allows you to make an immediate impact on the team.
- Health benefits, matching 401k retirement plan, paid holidays, personal days
For more than 26 years, Tuuci® has revolutionized outdoor living spaces with durable, innovative shade and furniture products featuring nautically inspired designs. Founded by Dougan Clarke in 1998, the Ultimate Umbrella Company, Inc., (simply known as “Tuuci”), was born from his seaside roots in Miami, where Clarke began his career as a marine outfitter for high performance yachts.
With a keen eye on design and a passion for form and function, Clarke applied his craftsmanship to the shade industry to create Tuuci’s unique brand of marine grade shade architecture. Today, Tuuci’s distinctive, award-winning parasol designs, luxury indoor-outdoor furniture, cabanas and pergolas, and space-making accessories are experienced around the world and sought by leading design professionals within the commercial, hospitality and residential design communities.
Globally headquartered in Miami, the company owns two additional manufacturing centers in Northern Europe and Southeast Asia, and operates showrooms in Miami, Chicago, Atlanta and The Netherlands.
Tuuci’s sense of community is a cornerstone of the company’s foundation, providing charitable outreach across a host of environmental and humanitarian concerns. The company’s mission is to help people live their best life outdoors through inspiring design, enduring performance, and convivial service.