Customer Service Manager

Kawasaki Motors Corp., U.S.A. • Lake Forest, CA

291d • $105,000 - $115,000

About The Position

The Customer Service Manager will oversee all customer service activities, ensuring timely and accurate resolution of customer inquiries, complaints, and requests. This role involves developing and implementing customer service policies, procedures, and standards to enhance the customer experience. The manager will monitor and analyze customer service metrics to identify areas for improvement and implement corrective actions. Additionally, the position requires designing, implementing, and optimizing servicing systems and processes to improve efficiency and customer satisfaction, collaborating with IT and other departments to ensure systems are user-friendly and reliable. The manager will lead, mentor, and manage a team of customer service representatives, providing ongoing training and development opportunities, conducting regular performance reviews, and ensuring compliance with regulatory requirements and company policies. The role also includes ensuring accurate and timely processing of customer payments and acting as the voice of the customer within the organization to advocate for improvements that enhance the customer experience.

Requirements

• 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.

Nice To Haves

• 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.

Responsibilities

• 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.
• 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.
• 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.
• 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.
• 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.
• 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.
• Strategically 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.

Benefits

• Professional development opportunities.
• A thoughtful hybrid work policy.
• Competitive salary based on experience.
• Discretionary incentives to reward the achievement of annual performance objectives.
• 401k match.
• Medical insurance.
• Vision insurance.
• Dental insurance.
• Life and disability benefits.
• Generous vacation policy.
• Generous Paid time off.
• Health & wellness initiatives.
• Up to 12 paid company holidays.
• Employee discounts on Kawasaki products.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Transportation Equipment Manufacturing
• Education Level: Bachelor's degree