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About the Role
Serve as a trusted point of contact for customers, delivering exceptional service and personalized support. Build lasting relationships and reinforce the trust that has made Briggs & Riley a leader in the premium travel space by ensuring every interaction reflects the quality, care, and commitment to excellence our customers expect.
Responsibilities
- Act as the first point of contact for customers, primarily via phone and occasionally email.
- Handle a high volume of inquiries, especially during peak travel seasons.
- Assist customers with product questions, returns, and the lifetime guarantee.
- Refer customers to local repair facilities or direct them to the website/retailers.
- Process orders, track repairs, and resolve issues with accuracy and empathy.
- Partner with warehouses, retailers, and repair centers to ensure seamless solutions.
- Review and resolve back orders and open order reports.
- Meet daily communication KPIs while ensuring every interaction reflects premium service standards.
Requirements
- 3+ years of telephone-based customer service experience, preferably supporting consumer products.
- Exceptional organizational skills and attention to detail.
- Ability to manage multiple priorities in a fast-paced environment while maintaining a strong sense of urgency.
- Excellent verbal and written communication skills.
- Ability to deliver a professional and positive customer experience.
- Proficiency with business applications and customer service platforms, including AS400, Zendesk, Microsoft Excel, Outlook, and other web-based tools.
- A customer-focused mindset.
- Ability to adapt to a variety of customer needs and communication styles.
- Strong problem-solving skills.
- Ability to identify creative, effective solutions to customer concerns.
- Experience or knowledge of luggage, handbags, travel products, or related consumer goods is a plus.
- Experience working with product parts, components, repairs, or warranty-related support is a plus.
Skills
- Customer Service
- Communication
- Organization
- Problem-Solving
- Attention to Detail
- Adaptability
- Urgency
- AS400
- Zendesk
- Microsoft Excel
- Microsoft Outlook
Location
- Hauppauge, NY
Work Type
- Full Time
- Hybrid
Experience Level
- 3+ years
Education Level
- 2-year degree preferred but not required
Salary/Compensations
- Competitive salary plus bonus incentive
Benefits
- Generous PTO
- Paid Holidays
- Medical coverage
- Dental coverage
- Vision coverage
- Paid Short Term Disability
- Life Insurance
- Voluntary Long Term Disability
- Voluntary Identity Insurance
- Flexible Spending Accounts
- 401K with company match
- Profit Sharing Plan
- Learning and development opportunities
- Fun team building events
- Employee Discounts
- $5,000 Employee Referral Bonus
- College Scholarship Program for Employee’s children
About the Company
- United States Luggage Company is a third-generation, family-owned business and the proud owner of Briggs & Riley, the #1 luggage brand.
- Known for iconic design, premium travel products, and our true lifetime guarantee, Briggs & Riley is trusted by travelers worldwide.
- At US Luggage, we offer more than a job—we offer the opportunity to build a meaningful career in a culture rooted in innovation, creativity, and family values.
- With an average employee tenure of 10+ years and recognition as a 5-time Top Workplace on Long Island, we are proud of the people and values that drive our success.