Customer Service Representative

Yamaha Motor Corporation, USA•Kennesaw, GA

10d•Onsite

About The Position

Yamaha has an excellent opportunity for a Customer Service Representative to join our Yamaha Golf Car team in Kennesaw, GA. The Customer Relations Specialist is responsible for delivering exceptional service to customers and dealers by managing product inquiries, resolving issues, and supporting claims related to accidents, injuries, and fires. This role requires strong communication, analytical decision‑making, and coordination with internal departments to ensure equitable resolutions and high‑quality service. The representative also handles administrative functions, complaint management, and supports compliance, legal coordination, and customer satisfaction initiatives.

Requirements

Bachelor's degree or equivalent combination of education and experience.
Strong customer service orientation with the ability to communicate effectively with customers, dealers, and internal teams.
Excellent problem‑solving, negotiation, and analytical skills.
Ability to manage sensitive customer cases professionally and maintain confidentiality.
Strong written communication skills for memos, letters, and formal correspondence.
Detail‑oriented and highly organized; able to manage multiple responsibilities simultaneously.

Nice To Haves

Experience handling escalations, legal‑related correspondence, or claims is preferred.
Prior experience in customer relations, accounts support, claims handling, or related fields is a plus.
Strong interpersonal skills with the ability to build rapport and maintain positive relationships with customers, dealers, and internal teams.
Emotional intelligence to remain calm, empathetic, and composed during difficult or emotional customer interactions.
Conflict resolution skills to de‑escalate concerns and guide conversations toward positive outcomes.
This position is onsite.

Responsibilities

Manages all claims of accident, injury, and fire claims reported by dealers or customers from initial contact through resolution, including negotiating monetary or alternative solutions.
Notifies direct management and Legal through written memos when such claims are reported.
Evaluates customer or dealer requests for assistance on Yamaha products and determines the appropriate type and level of support to be provided.
Coordinates with service, parts, sales, and other internal divisions to gather necessary information for objective and equitable decision‑making.
Handles BBB complaints, pre‑litigation attorney correspondence, and recall clearance letters.
Attracts potential customers by answering product and service questions and providing information about additional Yamaha products and services.
Resolves product or service problems by clarifying customer concerns, determining the root cause, identifying and recommending the best solution, and following through to ensure complete resolution.
Maintains accurate customer records by updating account information as needed.
Provides CSI (Customer Satisfaction Index) support, callbacks, shipping coordination, and general departmental administrative support.
Responsible for processing Duplicate MCOs, drafting letters, and managing various customer relations documents.
Carries out assorted administrative tasks and special assignments within the department as required.
Administrates and coordinates with unit groups, Legal, and the field team regarding buybacks and trade‑outs.
Trains Customer Relations staff on priority job functions, processes, and best practices.
Interfaces regularly with cross-functional Yamaha personnel to ensure accurate, timely, and complete information is obtained for customer resolutions.