Customer Service Manager - Yamaha Motor Corporation, U.S.A.
Marietta, GA
About the Job
Job Description
Yamaha has an excellent opportunity for a Customer Service Manager to join our Motorsports team in Marietta, GA. The Customer Service Manager will be responsible for leading and managing the call center operations and involves overseeing a team of customer service and e-commerce representatives, ensuring that performance metrics are met, and continuously improving the customer experience. They will also be instrumental in fostering and maintaining a positive team culture, promoting collaboration and engagement within the call center. Additionally, the manager will regularly report to senior management, providing insights and recommendations based on call center performance data. This position is responsible for meeting the department's goals and ensuring that the call center aligns with overall business objectives.
What you'll be doing:
Decision-Making Responsibilities:
What you'll need to be successful:
Knowledge/Skills/Abilities:
Don't meet every single requirement? Studies have shown that women and underrepresented minorities are less likely to apply to jobs unless they meet every single qualification. At Yamaha, we understand that talent comes in various forms, as such we are dedicated to building a diverse, inclusive, and authentic workplace. If you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles!
What's in it for you:
Reports to: Department Manager
Yamaha Motor Corporation, USA is proud to be an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identify, national origin, veteran or disability or any other status protected by federal, state, or local law. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Yamaha has an excellent opportunity for a Customer Service Manager to join our Motorsports team in Marietta, GA. The Customer Service Manager will be responsible for leading and managing the call center operations and involves overseeing a team of customer service and e-commerce representatives, ensuring that performance metrics are met, and continuously improving the customer experience. They will also be instrumental in fostering and maintaining a positive team culture, promoting collaboration and engagement within the call center. Additionally, the manager will regularly report to senior management, providing insights and recommendations based on call center performance data. This position is responsible for meeting the department's goals and ensuring that the call center aligns with overall business objectives.
What you'll be doing:
- Lead and manage the Customer Relations team by collaborating with the Customer Relations Supervisor/s on recruiting, hiring, reviewing, disciplining, training, delegating, coaching, and counseling staff, with the added responsibility of overseeing compensation, performance conversations and time off requests. Additionally, ensure staff scheduling is conducted in a transparent and interactive manner.
- Train, manage, and delegate staff in daily Customer Relations activities while monitoring individual, team, and call center performance to identify and address both positive and negative trends, ensuring the achievement of performance targets.
- Manage the coordination, communication and follow up on all latest information related to products, procedures, customer needs and company related issues, changes or action.
- As the key decision-maker, manage escalated calls from Customer Relations supervisors and authorize financial decisions exceeding staff approval limits. Escalate issues to the National Service Manager when necessary to ensure effective resolution.
- Oversee and delegate the execution of special projects, ensuring a continuous focus on process improvement and customer satisfaction
- Control and assign resources to maintain and improve Customer Relations operations by monitoring system performance, identifying and resolving issues, preparing and implementing action plans, overseeing system audits and analyses, and participating in user acceptance testing (UAT).
- Deliver monthly reports to leadership that summarize customer and dealer feedback, offer data-driven insights, and outline recommendations for enhancing customer satisfaction and dealer relations.
Decision-Making Responsibilities:
- The Customer Relations Manager is empowered to offer payment to dealer or customer up to $5,000 to resolve issues in the interest of customer / dealer satisfaction.
What you'll need to be successful:
- Bachelor's degree or equivalent combination of education and experience preferred.
- 5+ years' experience with personnel management.
- 2-5 years' call center experience.
- 5+ years' experience in retail powersports dealership a plus.
Knowledge/Skills/Abilities:
- Strong proficiency in MS Office (i.e., Word, Excel, Power Point, Outlook, etc.).
- Business Objects / SAP / Siebel (YCRMS) / Cisco Unity Systems experience required.
- Strong written and verbal communications abilities.
- Facilitates team and client meetings effectively.
- Effectively communicates relevant project information to superiors.
- Resolves and/or escalates issues in a timely fashion.
- Understands how to communicate difficult/sensitive information tactfully.
- Challenges others to develop as leaders while serving as a role model and mentor.
- Inspires coworkers to attain goals and pursue excellence.
- Identifies opportunities for improvement and makes constructive suggestions for change.
- Consistently acknowledges and appreciates each team member's contributions.
- Effectively utilizes each team member to his/her fullest potential.
- Motivates team to work together in the most efficient manner.
- Keeps track of lessons learned and shares those lessons with team members.
Don't meet every single requirement? Studies have shown that women and underrepresented minorities are less likely to apply to jobs unless they meet every single qualification. At Yamaha, we understand that talent comes in various forms, as such we are dedicated to building a diverse, inclusive, and authentic workplace. If you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles!
What's in it for you:
- 401(k) and Profit Sharing
- Fertility Benefits
- 37.5-hour workweek
- Medical, Dental, Vision
- Life and AD&D Insurance
- Wellness Program
- Short-Term Disability Coverage (for hourly roles)
- Long-Term Disability
- Student Debt Repayment Benefits
- Ability to borrow Yamaha product
Reports to: Department Manager
Yamaha Motor Corporation, USA is proud to be an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identify, national origin, veteran or disability or any other status protected by federal, state, or local law. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Source : Yamaha Motor Corporation, U.S.A.