Customer Service Manager - Repairs & Returns (West Coast)

Titleist; Carlsbad (CA); 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

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.