Customer Service Manager, Repairs and Returns | Titleist

Acushnet Company; United States; Sur place; USD 102 000 - 130 000; Plein temps

Avantages offerts par ce poste

paid time off

onsite fitness center

acupuncture

physical therapy

wellness coaches

401k with company match

health savings accounts

flexible spending accounts

pet insurance

legal planning

education assistance

exclusive access to our AssociateStore

Résumé du poste

Acushnet Company seeks a Customer Service Manager, Repairs and Returns to lead a high-performing team handling repairs, warranties, and returns, with accountability for West Coast Returned Goods operations. You will coach staff, ensure top-tier customer interactions, and partner across departments to improve service levels and efficiency.

The role requires SAP experience, 5+ years in customer service, and 2+ years managing 8+ staff, with a focus on continuous improvement and collaboration across

Qualifications

• 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.

Responsabilités

• Leads a high-performing team responsible for repairs, warranties, returns, and West Coast Returned Goods operations.
• Provide leadership, coaching, and development while ensuring customer and account interactions reflect Titleist standards.
• Oversee repair and return processes, authorize domestic and international credit returns, and resolve complex warranty and customer escalations.
• Collaborate with Production, Quality Assurance, Engineering, Sales, Marketing, and Customer Service teams to identify product trends and drive continuous improvement.
• Leverage SAP, Cognos, and other business tools to monitor performance and support reporting and forecasting efforts.

Connaissances

Leadership

Strategic thinking

Communication

Cross-functional collaboration

Problem solving

Coaching

Formation

High school diploma or equivalent

Bachelor's degree preferred

Outils

SAP

Cognos

Description du poste

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.

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. You will enjoy the following benefits:

• paid time off
• onsite fitness center
• acupuncture
• physical therapy
• wellness coaches
• more
• 401k with company match
• health savings accounts
• flexible spending accounts
• pet insurance
• legal planning
• education assistance
• exclusive access to our Associate Store.

Pay Range: $101,727.00-$129,537.00

Interview Preparation Questions

Tell me about a time you led a team through a challenging customer escalation involving a warranty, repair, or returns issue. How did you approach the situation, support your team, and ultimately resolve it?

This role requires close collaboration with Production, Quality Assurance, Engineering, Sales, and Customer Service teams. Can you share an example of a process improvement initiative you led and the impact it had on service levels, efficiency, or customer satisfaction?

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.