Customer Service Account Manager

Description

Position Summary:

We are looking for a Customer Service Account Manager with the drive and capability to grow into a supervisory role as our team scales. You'll start as a hands-on product expert owning customer relationships, resolving issues, and delivering seamless experience from order placement to post-purchase support — while also taking on early leadership touchpoints such as mentoring newer team members, contributing to process improvements, and helping shape team goals. The ideal candidate combines strong individual-contributor instincts (communication, technical acumen, problem-solving) with prior exposure to leading people or projects and is ready to be developed into a department leader.

  Location: This position is onsite based in Miami, FL.

  Key Responsibilities:

• Build and maintain strong relationships with customers by providing outstanding service and proactive solutions.  
• Communicate efficiently and professionally via phone and email to resolve inquiries quickly.  
• Guide customers through installation and troubleshooting processes, ensuring seamless product operation.  
• Address and resolve product or service issues by identifying the root cause and implementing the best solutions.  
• Process and track warranty claims, assisting customers in expediting resolutions.  
• Manage service and product complaints in CSI, ensuring timely follow-ups and case resolutions.  
• Provide real-time updates on order status, lead times, and changes as requested.  
• Maintain accurate order details in the system, including delivery dates, specifications, and shipping information.  
• Generate freight quotes and assist with shipping inquiries.  
• Collaborate with the Quality Control and Engineering teams to provide product feedback and resolve technical challenges.  
• Work closely with Sales to assess and process returns, ensuring smooth transactions.  
• Process credit memos, returns, and billing adjustments, partnering with accounting to resolve discrepancies.  
• Support cross-functional teams, including Sales, Accounting, and Shipping, in problem-solving and process improvements.  

Growth Path — Supervisory Readiness

This role is designed as a runway into department leadership. As you master the account management function, you'll be given increasing opportunity to:

• Lead & Direct Teams – Support daily operations, align staff goals with company objectives, set clear performance milestones, delegate tasks based on individual strengths, and report progress and operational updates to the department Director.  
• Develop Talent – Coach and mentor newer teammates, support the performance review process, and partner with HR on recruiting, onboarding, and retention initiatives.  
• Manage Budgets – Gain exposure to department financials, P&L data, and cost controls.  

Candidates with prior team-lead, supervisory, or project-management experience — even informally — are strongly encouraged to apply and will be fast-tracked for this growth path.

  What You Bring:

• Exceptional communication skills – both written and verbal.  
• Prior experience leading people, projects, or a small team is a strong plus.  
• Strong project management abilities – keeping tasks organized and on track.  
• Tech-savvy mindset – proficiency in Microsoft Office (Word, Excel, PowerPoint).  
• Critical thinking skills – able to make independent decisions and take initiative.  
• Detail-oriented approach – accuracy and precision in handling customer interactions.  
• Team-player attitude with natural leadership instincts – ability to collaborate across and eventually guide multiple departments.  
• Ability to manage shifting priorities with ease.  
• Reliable attendance and punctuality – a must for team success.  
• Education: Bachelor's degree.  
• Experience: At least one year in customer service, preferably in a creative or design-related industry; supervisory or team-lead exposure preferred.  

What We Offer:

• A welcoming and inclusive work environment.  
• A culture of innovation that values fresh ideas and diverse perspectives.  
• A clear runway to a supervisory/management role, with mentorship and structured development along the way.  
• A dynamic team of creative professionals who inspire and support one another.  
• A collaborative workplace where your contributions make an immediate impact.  
• Comprehensive benefits package, including health insurance, matching 401k, paid holidays, sick days, and personal days.  

About Tuuci 

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, pergolas, and space-making accessories are enjoyed 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.