Customer Service Manager 483 views

The qualified candidate will be responsible for leading, training, and motivating the Custom Ball Customer Service Team to provide an excellent level of service to external and internal customers. Also responsible for managing the Graphics Team to create accurate, high-quality artwork for Customer Orders, and managing the Order Entry Team to provide precise order entry of customer orders into the ERP system. Thoroughly understand all products and policies, communicate them effectively, and ensure proper execution by the teams. Manage, lead, motivate, coach, and provide training for all Custom Ball Customer Service Associates (including responsibility for associated support, order entry, and graphics) in order to achieve the highest level of service consistent with the Acushnet Company customer satisfaction commitment. Monitor status and accuracy of customer orders (e.g. pricing, terms, priority, promised ship dates, etc.) to ensure the highest level of accuracy of order information. Develop tools to enhance this process. Build positive customer relationships with internal and external customers. Direct activities regarding pricing, programs, and other Custom Ball order processing requirements. Build and develop a well-trained staff. Provide quality communication of business information, product and policy changes, and process changes in a timely, thorough manner. Lead by example. Provide conflict resolution and recognize accomplishment. Oversee the development, implementation and progression of technology related to customer communication, order management and artwork. Develop departmental budget and staffing strategy that achieves both lead time and cost objectives for Operation. Communicate with appropriate departments regarding trends and unusual activity encountered. Other duties as assigned or required. Qualifications The eligible candidate will be required to have a Bachelor’s Degree; MBA preferred. A required minimum of five (5) years of experience managing a Customer Service / Call Center team, preferably in the golf or related industry.  Must exhibit excellent presentation and analytical skills.  Experience with ERP / business systems, reporting tools, and spreadsheets is highly desired. Minimum of five (5) years in a leadership role with responsibilities that included interviewing, hiring, training, planning, assigning, and directing work; appraising performance; rewarding and disciplining employees, resolving problems and assessing needed talent. Also must have the expectation and ability to sit for extended periods of time.

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