What are the responsibilities and job description for the Customer Service Manager position at Kawasaki Motors Manufacturing Corp., U.S.A.?
Job Details
Description
Key Responsibilities:
Customer Service Operations Management
Description
Key Responsibilities:
Customer Service Operations Management
- Oversee all customer service activities, ensuring timely and accurate resolution of customer inquiries, complaints, and requests.
- Develop and implement customer service policies, procedures, and standards to enhance the customer experience.
- Monitor and analyze customer service metrics to identify areas for improvement and implement corrective actions.
- Design, implement, and optimize servicing systems and processes to improve efficiency and customer satisfaction.
- Collaborate with IT and other departments to ensure systems are user-friendly, reliable, and aligned with business needs.
- Continuously evaluate and improve workflows to streamline operations and reduce costs.
- Lead, mentor, and manage a team of customer service representatives, fostering a culture of excellence and accountability.
- Provide ongoing training and development opportunities to enhance team skills and performance.
- Conduct regular performance reviews and provide constructive feedback to team members.
- Ensure all customer service operations comply with regulatory requirements and company policies.
- Develop and maintain robust internal controls to mitigate risks and ensure operational integrity.
- Coordinate with internal and external auditors to facilitate audits and address findings.
- Ensure accurate and timely processing of customer payments, including ACH, credit card, and other payment methods.
- Monitor payment processing systems for errors or discrepancies and resolve issues promptly.
- Implement strategies to encourage on-time payments and reduce late payments.
- Act as the voice of the customer within the organization, advocating for improvements that enhance the customer experience.
- Develop and implement initiatives to increase customer satisfaction and loyalty.
- Handle escalated customer issues and ensure resolution in a timely and professional manner
- Strategic, plan and execute customer retention strategies
- Lead initiatives to increase Kawasaki brand awareness and loyalty
- Support recapture initiatives to bring the customer back to Kawasaki brand
- Bachelor’s degree in business administration, Finance, or a related field
- Minimum of 5-7 years of experience in customer service management, preferably in retail finance, powersports or automotive finance, or a related industry.
- Strong knowledge of customer service systems, processes, and best practices.
- Excellent leadership, communication, and problem-solving skills
- Proven ability to develop and implement effective processes and procedures.
- Strong understanding of regulatory compliance and audit requirements
- Proficiency in CRM tools, Microsoft Office Suite, and data analysis
- Familiarity with financial services and loan origination processes is preferred.
- Experience in founding, co-founding or working in a fast-paced startup environment
- Experience in Powersports Finance Industry (motorcycle, ATVs UTVs, PWCs)
- Experience in a FinTech startup
- Prior experience in managing a team of Data Scientists and Risk Analysts
- Master’s degree or Advanced Professional degree
- Salary range: $105,000 - $115,000 annually based on experience and qualifications.
- Professional development opportunities
- A thoughtful hybrid work policy
- Competitive salary based on experience
- Discretionary incentives to reward the achievement of annual performance objectives
- 401k match
- Medical insurance
- Vision insurance
- Dental insurance
- Life and disability benefits
- Generous vacation policy
- Generous Paid time off
- Health & wellness initiatives
- Up to 12 paid company holidays
- Employee discounts on Kawasaki products
Salary : $105,000 - $115,000
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