Head of Customer Service | FootJoy at Acushnet Company in Fairhaven, Massachusetts

Job Description:

WE ARE A PRODUCT COMPANY.

WE ARE A PROCESS COMPANY.

ABOVE ALL, WE ARE A PEOPLE COMPANY.

The history of the Acushnet Company is tightly woven into the fabric of golf. From the start, we've been committed to enriching the experience of dedicated golfers through superior product performance, technological innovation, unmatched quality, and exceptional service. We are more than a collection of leading golf brands and products. We are a team united in our passion for the game. We are bridge builders who embrace our responsibility to leave our brands, businesses, communities, and the game of golf in a better position than when we started.

Together we live by the credo, "Autograph your work with excellence." We earn our position as unrivaled leaders in every category in which we compete, striving for excellence in all that we do - from the performance and consistency of our products to our engagement with golfers and trade partners, to our commitment to creating a workplace built on diversity, inclusion, belonging and respect.

Job Title: Head of Customer Service - FootJoy

Salary Range: $124,000 - $158,000 annually, plus bonus eligibility

Summary: This position will lead FootJoy's Customer Service operation, ensuring the team delivers best-in-class service levels that exceed customer and consumer expectations. This position will drive the modernization our customer service organization as we adopt new technologies (SAP ERP, Sales Force Commerce Cloud, RepSpark B2B) and pursue process optimization. In addition to leading day-to-day activities, he/she will develop and implement a comprehensive Customer Service strategy in alignment with overall US business goals and objectives.

Responsibilities:

Customer Service Management:

• Manage the Customer Service representative team to achieve best-in-class service levels across B2B and DTC channels.


• Lead day-to-day activities associated with customer and consumer service requests and case resolution.


• Provide performance feedback, mentoring, and coaching to team members.


• Ensure customer and sales rep inquiries are attended to in a timely, accurate manner.


• Serve as the primary liaison with sales, systems, distribution, and operations leadership teams to address customer service-related issues and business challenges.

Strategy, Organization & Process Optimization:

• Set and execute strategy for Customer Service operations in the US region.


• Establish short and long-term strategic initiatives and goals, including a comprehensive change management agenda.


• Collaborate with the US commercial leadership team to ensure alignment with broader business goals and objectives.


• Evolve the organization and its processes in alignment with company-wide system enhancements and technology investments (SAP ERP, Salesforce Commerce Cloud, RepSpark B2B) and multi-channel business requirements.

Training and Development:

• Develop an ongoing training and development program for Customer Service associates that leverages new capabilities and fosters a culture of high performance.


• Lead the customer service management team in establishing a robust onboarding and training program for new hires.

Reporting & Analytics:

• Measure, monitor, and drive improved performance of the customer service team through a robust reporting and analytics strategy for both B2B and DTC business channels.


• Establish KPIs for customer service excellence and implement a real-time reporting strategy to foster continuous improvement and service level excellence.

Qualifications:

• Bachelor's degree required.


• Minimum of five years in management roles in Customer Service is required, supporting a multi-channel, multi-category business.


• The ideal candidate will have customer service experience in support of both B2B and DTC business channels.


• Previous work responsibilities must include direct experience with customer service organization design and strategy development, and day-to-day management of a medium to large customer service / call center team.


• A minimum of two (2) of the five (5) years leading a medium to large Customer Service / Call Center team is preferred.


• Advanced skill set in Microsoft Excel. Experience in SAP ERP environment and with Salesforce Service Cloud (or equivalent CS management software tool) required.

How To Apply:

Candidates meeting the qualifications listed above are invited to submit their resume along with salary requirements via the apply button for this job at: https://employment.acushnetgolf.com/ and must submit a resume in "MS Word Form ONLY" in order to be considered.

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