Customer Service Manager, Repairs and Returns | Titleist

Titleist; Carlsbad, Northern (CA, KY); Hybrid; USD 102,000 - 130,000; Full time

Job summary

Acushnet Company in Carlsbad, CA, seeks a Customer Service Manager, Repairs and Returns to lead a high-performing team responsible for repairs, warranties, returns, and West Coast Returned Goods operations.

You will coach and develop staff, ensure Titleist customer service standards, oversee credit returns domestically and internationally, and partner with Production, QA, Engineering, Sales, Marketing, and Customer Service to improve processes using SAP and Cognos.

Qualifications

• 5+ years of customer service experience, preferably in warranty, repair, or service ops.
• 2+ years managing a customer service team of 8+ employees.
• Hands-on SAP experience required.
• Experience with Cognos and analytics tools preferred.
• Strong cross-functional collaboration and communication skills.

Responsibilities

• Lead a high-performing team responsible for repairs, warranties, returns, and West Coast Returned Goods operations.
• Provide leadership, coaching, and development while ensuring Titleist service standards.
• Oversee repair and return processes, authorize domestic and international golf club credit returns, and resolve complex warranty escalations.
• Collaborate with Production, QA, Engineering, Sales, Marketing and Customer Service to identify product trends and improve performance.
• Leverage SAP, Cognos and other tools to monitor performance and drive continuous improvement across service and customer satisfaction.

Skills

Leadership & coaching

Cross-functional collaboration

Analytical thinking

Customer service excellence

Problem-solving

Education

High school diploma required

Bachelor's degree preferred

Tools

SAP

Cognos

Job description

Customer Service Manager, Repairs and Returns | Titleist page is loaded## Customer Service Manager, Repairs and Returns | Titleistlocations: Carlsbad, California, United States of Americatime type: Full timeposted on: Posted 3 Days Agojob requisition id: Req#101680**Where Performance Meets Purpose**Join a team that values excellence and innovation, at a company known for its iconic golf brands. At Acushnet Company, your background and experience contribute to creating the best products for dedicated golfers worldwide. Here, your performance has purpose.#**What You Will Be Doing**The Customer Service Manager, Repairs and Returns leads a high-performing team responsible for repairs, warranties, returns, and West Coast Returned Goods operations. In this role, you will provide leadership, coaching, and development while ensuring every customer and account interaction reflects the quality and service standards of the Titleist brand. You will oversee repair and return processes, authorize domestic and international golf club credit returns, and resolve complex warranty and customer escalations.As a key partner across the business, you will collaborate with Production, Quality Assurance, Engineering, Sales, Marketing, and Customer Service teams to identify product trends, improve operational performance, and enhance the customer experience. You will also leverage SAP, Cognos, and other business tools to monitor performance, support reporting and forecasting efforts, and drive continuous improvement across service, efficiency, and customer satisfaction.**What You Bring*** High school diploma or equivalent required; bachelor's degree preferred.* 5+ years of customer service experience, preferably supporting warranty, repair, returns, or service operations.* 2+ years of experience managing a customer service team of 8+ employees.* Hands-on SAP experience required.* Proven success coaching, developing, and leading high-performing customer service teams.* Experience using reporting and analytics tools; Cognos experience preferred.* Demonstrated ability to improve processes, increase efficiency, and drive operational performance.* Strong problem-solving skills and ability to resolve complex customer issues.* Excellent communication and cross-functional collaboration skills.* Manufacturing or consumer products experience is a plus.#LI-LB1 #LI-Onsite**Our Commitment to You**At Acushnet Company, we are committed to helping our associates thrive both personally and professionally. From the start, you and your family, including domestic partners, will benefit from a comprehensive suite of health and well-being programs. Enjoy the advantages of paid time off, an onsite fitness center, acupuncture, physical therapy, wellness coaches, and more.Our financial benefits are designed to secure your future, offering a 401k with company match, health savings accounts, and flexible spending accounts.Additionally, you'll enjoy perks like pet insurance, legal planning, education assistance, and exclusive access to our Associate Store. At Acushnet Company, your performance has purpose, and we're here to support you every step of the way.Pay Range: $101,727.00-$129,537.00Join us at Acushnet Company and be part of a team that values excellence and innovation.**Interview Preparation Questions****EEO and Additional Statements*** Acushnet Company is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, age, status as a protected veteran, among other things, or status as a qualified individual with a disability. EEO Employer/Veteran/Disabled.* Acushnet Company respects the intellectual property and confidential information of third parties. Our policy is that no employee or applicant shall disclose confidential information of a third party to Acushnet Company. Accordingly, please do not include any confidential information of a current or previous employer on your resume or any other materials you provide to us.* Acushnet Company participates is E-Verify. Please click for more details.