What You Will Be DoingThe Manager, Customer Service Repairs and Returns leads the customer service team supporting repairs, warranties, and returns while overseeing all West Coast Returned Goods operations. This role is responsible for delivering exceptional customer and account experiences by managing repair and returns processes, authorizing domestic and international golf club credit returns, and resolving complex warranty and return escalations. The manager partners closely with Production, Quality Assurance, Engineering, Sales, and Customer Service teams to identify product trends, improve operational performance, and ensure inventory accuracy across returned goods and repair locations. In addition, this leader provides cross-functional support and mentorship to the DTC team on warranty solutions and repair services, supports emerging sales channels and marketing initiatives, drives reporting and forecasting efforts, leverages enterprise systems such as SAP and Cognos, and champions continuous process improvement to enhance efficiency, service quality, and customer satisfaction.
What You Bring- 5+ years of customer service experience, including 2+ years in a team lead or supervisory role.
- High school diploma or equivalent required. College degree preferred.
- Experience using SAP and Cognos for reporting, analysis, and operational support.
- Strong leadership, coaching, and team development skills.
- Ability to manage competing priorities and resolve complex customer issues.
- Comfortable working in a fast-paced environment and collaborating across multiple departments.
#LI-LB1 #LI-Onsite
Our Commitment to YouAt 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-$129,537.00
Ready to Make an Impact?Join us at Acushnet Company and be part of a team that values excellence and innovation.
- Tell me about a time you led a team through a challenging customer escalation involving a warranty, repair, or returns dispute.
- This role requires close collaboration with Production, Quality, Engineering, and Customer Service teams to identify trends and improve processes. Can you share an example of a process improvement initiative you led?
