Customer Service Manager

Yonex USA • Torrance, CA

4d • $90,000 - $100,000

About The Position

Yonex USA specializes in producing technologically advanced sports equipment to enable players, both amateur and professional, to play tennis, badminton, and golf at a higher level. The Customer Service Manager leads a team of representatives, overseeing daily operations, setting service standards, and ensuring high customer satisfaction by handling escalations, training staff, monitoring KPIs, and improving processes through feedback analysis, ultimately driving customer loyalty and retention.

Requirements

• 8 or more years of experience in Customer Service or Operations
• 3 or more years in Management
• Proficient in MS Office
• Possess strong oral and written communication and the ability to work through difficult customers with professionalism and diplomacy
• Strong organizational skills and able to manage priorities and workflow
• Ability to understand and follow written and verbal instructions
• Acute attention to detail
• Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm

Nice To Haves

• Bachelor’s degree (B.A./B.S.) in Business Administration or related field
• Understanding of latest software/technology related to the Operations and Customer Service industry.

Responsibilities

• Supervise daily operations of the customer service team across channels
• Set individual and team goals aligned with department KPIs
• Provide coaching, feedback, and performance reviews to team members
• Manage escalated customer issues and ensure timely resolution
• Collaborate with other departments to improve service processes
• Oversee scheduling, staffing, and training for support team members
• Implement service tools, templates, and knowledge resources
• Manage daily progress in meeting important business metrics
• Generate detailed reports on customer interactions
• Oversee the budget for the customer service department
• Contribute to policy development and process improvements
• Other duties as assigned by management

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level