Customer Service

Who we are:

Samsonite is the worldwide leader in superior travel bags, luggage, and accessories combining notable style with the latest design technology and the utmost attention to quality and durability. For more than 100 years, Samsonite has leveraged its rich heritage to create unparalleled products that fulfill the travel lifestyle needs of conscious movers everywhere. With a portfolio of brands including Samsonite, Tumi, American Tourister, High Sierra, Gregory, eBags, Hartmann, and Lipault Paris, our products are sold in over 100 countries in North America, Asia, Europe and Latin America through our company-operated retail store, websites and a variety of retail partners.

Your role at Samsonite:

Reporting to the Customer Service Manager you will be responsible for:

• Communicates with customers to receive orders by telephone, facsimile message, EDI and email.
• Key enters orders and releases orders for shipping and invoicing including house orders, sales transfers and retail outlet sales.
• Communicates with customers regarding order status, shipping dates, out of stock items, product descriptions, price promotions, availability and clear-outs.
• Resolves customer problems and initiates tracers on lost or short shipped orders.
• Liaises between Territory Managers and customers, communicating messages.
• Provides inventory reports and order fulfilment information within required time frames to EDI and major accounts.
• Answers consumer inquiries regarding product.
• Provides pre-ticketing and priority requirements to the Repack and Shipping departments.
• Provide direct customer support including handling of pricing issues, product information, marketing programs and product selection to small and medium size accounts where Territory Managers no longer visit personally.
• Liaises between Credit department regarding credit concerns.
• Obtain and complete information to set up new customer accounts.
• Liaises between Samsonite Authorized Repair Centres and processes replacement orders.
• Processes all returns ex. Costco/E-Commerce.
• Creates and maintains order forms.
• Maintains Customer Service/Order Entry files.
• Liaises with Marketing re: customer requests for literature, etc. and provide information for customer mailings when required.
• Complies with company policies and procedures.

We’re excited if you have:

• Grade 12 or equivalent education
• Good interpersonal and customer relations skills
• Good verbal and written communication skills
• Legible handwriting
• Computer Literate: Mainframe, Word, Excel, Email
• SAP experience.

Why you’ll love working here:

• Our employees matter. As a people-focused business, we work hard to provide meaningful rewards and development opportunities for our employees, recognizing performance, and creating a supportive working environment for them, wherever they are based.
• Vibrant culture. We are committed to a diverse and rich culture, welcoming people from all walks of life. Our long-standing commitment to diversity and inclusion empowers us to bring our authentic selves and unique differences to work every day.
• Socially responsible. We want to minimize our products’ impact on the environment and help create positive journeys worldwide. We do this by creating the best products using the most sustainable and innovative materials, methods, and models. 

What we value: 

At Samsonite, we do more than create the bags that move with our consumer, we inspire and celebrate the moments that move them. We believe we have a responsibility to the world in how we operate, the products we sell, the communities where we live and work, and how we treat the people we employ. We’re as diverse as travel itself, and like travel, your journey with Samsonite presents the opportunity to be a part of something bigger and explore your passions. This is why we offer various paths for professionals and celebrate the knowledge and skills they bring to our team. We are committed to a respectful workplace that allows our team members to bring their best selves to the workplace daily. 

Samsonite 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.

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