Customer Service Manager, Repairs and Returns | Titleist
About The Position
The Customer Service Manager, Repairs and Returns leads a high-performing team responsible for repairs, warranties, returns, and West Coast Returned Goods operations. In this role, you will provide leadership, coaching, and development while ensuring every customer and account interaction reflects the quality and service standards of the Titleist brand. You will oversee repair and return processes, authorize domestic and international golf club credit returns, and resolve complex warranty and customer escalations. As a key partner across the business, you will collaborate with Production, Quality Assurance, Engineering, Sales, Marketing, and Customer Service teams to identify product trends, improve operational performance, and enhance the customer experience. You will also leverage SAP, Cognos, and other business tools to monitor performance, support reporting and forecasting efforts, and drive continuous improvement across service, efficiency, and customer satisfaction.
Requirements
- High school diploma or equivalent required
- 5+ years of customer service experience, preferably supporting warranty, repair, returns, or service operations.
- 2+ years of experience managing a customer service team of 8+ employees.
- Hands-on SAP experience required.
- Proven success coaching, developing, and leading high-performing customer service teams.
- Experience using reporting and analytics tools
- Demonstrated ability to improve processes, increase efficiency, and drive operational performance.
- Strong problem-solving skills and ability to resolve complex customer issues.
- Excellent communication and cross-functional collaboration skills.
Nice To Haves
- Bachelor's degree preferred.
- Cognos experience preferred.
- Manufacturing or consumer products experience is a plus.
Responsibilities
- Lead a high-performing team responsible for repairs, warranties, returns, and West Coast Returned Goods operations.
- Provide leadership, coaching, and development to the team.
- Ensure every customer and account interaction reflects the quality and service standards of the Titleist brand.
- Oversee repair and return processes.
- Authorize domestic and international golf club credit returns.
- Resolve complex warranty and customer escalations.
- Collaborate with Production, Quality Assurance, Engineering, Sales, Marketing, and Customer Service teams to identify product trends, improve operational performance, and enhance the customer experience.
- Leverage SAP, Cognos, and other business tools to monitor performance, support reporting and forecasting efforts, and drive continuous improvement across service, efficiency, and customer satisfaction.
Benefits
- Comprehensive suite of health and well-being programs for associates and their families, including domestic partners.
- Paid time off
- Onsite fitness center
- Acupuncture
- Physical therapy
- Wellness coaches
- 401k with company match
- Health savings accounts
- Flexible spending accounts
- Pet insurance
- Legal planning
- Education assistance
- Exclusive access to Associate Store
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
