Repairs & Returns Service Manager (Customer Ops)

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

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