Customer Service Manager, Repairs and Returns | Titleist

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

Benefits offered by this job

Health & well-being programs

401k with company match

Health savings accounts

Onsite fitness center

Education assistance

Associate Store access

Pet insurance

Job summary

Acushnet Company is seeking a Customer Service Manager, Repairs and Returns in Carlsbad to lead a high-performing team handling repairs, warranties, returns, and West Coast Returned Goods operations. You will oversee processes, authorize credit returns, and resolve complex warranty escalations while collaborating withProduction, QA, Engineering, Sales, Marketing and CS to improve performance.

The role requires hands-on SAP experience and a track record of coaching teams, with strong analytical

Qualifications

• 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.

Responsibilities

• Lead repairs, warranties, returns, and West Coast Returned Goods operations.
• Oversee repair and return processes and credit returns domestically and internationally.
• Resolve complex warranty and customer escalations with timely, accurate actions.
• Collaborate with Production, Quality Assurance, Engineering, Sales, Marketing, and CS teams.
• Monitor performance, support reporting/forecasting, and drive continuous improvement across service and customer satisfaction.

Skills

Customer service leadership

Coaching & development

Cross-functional collaboration

Problem solving

Communication skills

Education

High school diploma or equivalent

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.