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Customer Service ManagerKawasaki Motors Corp., U.S.A. • United States
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Customer Service Manager

Kawasaki Motors Corp., U.S.A.
  • US
    United States
  • US
    United States
Apply Now

About

Customer Service Manager

Job Category: Kaw Motor Retail Finance

Full-Time

Hybrid

Foothill Ranch, CA 92610, USA

Job DetailsDescription

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.

Servicing Systems & Process Development:

  • 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.

Team Leadership & Development:

  • 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.

Compliance, Audit, & Controls:

  • 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.

Payment Processing:

  • 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.

Customer Experience Enhancement:

  • 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.

Retention, Recapture and Loyalty:

  • 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

Qualifications:

  • 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.

Profile Differentiators:

  • 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:

  • Salary range: $95,000 - $115,000 annually based on experience and qualifications.

KMRF is an Equal Opportunity Employer; employment with KMRF is governed on the basis of merit, competence and qualifications and will not be influenced in any manner by race, color, religion, gender, national origin/ethnicity, veteran status, disability status, age, sexual orientation, gender identity, marital status, mental or physical disability or any other legally protected status.

  • United States

Languages

  • English
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