Brunswick Manager, Customer and Dealer Service in Knoxville, Tennessee
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BASIC ACCOUNTABILITY STATEMENT
Bayliner and Heyday Wakeboats, a leading manufacturer of fiberglass boats, has an opening for a Customer Service Manager. This individual will manage a global team that plays a critical role in the success of the business, but ultimately the satisfaction of our valued consumers. Candidates must be able to work well in cross-functional teams and be willing to work closely with Brunswick sister companies modeling best business practices. This position will be in our Knoxville, Tennessee headquarters.
DUTIES AND RESPONSIBILITIES
Lead and develop a team focused on VBG technical service, manufactured parts, escalated consumer issues and field service technicians.
Ensure a close partnership with the BBG Service Center of Excellence to:
Develop, implement, and administer parts and service programs, strategies and policies including warranty administration, issue resolution with consumers and dealers, call center, and other functions of the department.
Ensure team processes and procedures are aligned for global and local consistency.
Set and communicate goals, action plans, and key metrics for customer care and technical teams in different customer tiers with different levels of customer touch; create standardized playbooks and interventions for each point in the customer journey.
Ensure third-party customer service providers are meeting KPIs.
Collaborate and deploy strategies to drive customer loyalty, performance, and utilization rates, NPS, and customer advocacy rates, while maintaining an industry-leading CSI score.
Review and analyze daily performance results to ensure the Brand group is on target for meeting performance standards for customer satisfaction, call handling, case closure rates, etc.
Develop service revenue opportunities in partnership with category management.
Identify opportunities for employee coaching and staff development.
Leverage technology to optimize customer operations and employee performance.
Partner with manufacturing, engineering, category management, quality, and other teams to drive improvements to Brand products, services, and processes.
Other duties may be assigned.
Bachelor's degree required; advanced degree preferred.
Boating knowledge required; willingness to learn and participate in boating required.
5 or more years of successful management of a forward-thinking customer service department.
Track record building high performing teams, working in a matrixed organizational structure, inspiring others to find their own passion for viewing their role from the customer’s perspective.
Ability to effectively communicate within all areas of the company and act as a team player.
Advanced proficiency of Microsoft Office applications (Excel, PowerPoint, and Access).
Experience working with Salesforce.com preferred; CRM experience required.
Customer satisfaction survey / follow-up strategy, development and analysis preferred.
We recognize that people come with a wealth of experience and talent beyond just the technical requirements of a job. If your experience is close to what you see listed here, please still consider applying. Diversity of experience and skills combined with passion is a key to innovation and inspiration. Therefore, we encourage people from all backgrounds to apply to our positions. Please let us know if you require accommodations during the interview process.
Equal Opportunity Employer: Minorities/Women/Protected Veterans/Disabled
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