Manager, Customer Service Repairs and Returns | Titleist

Acushnet Company•Carlsbad, CA

8d•$101,727 - $129,537•Onsite

About The Position

The Manager, Customer Service Repairs and Returns leads the customer service team supporting repairs, warranties, and returns while overseeing all West Coast Returned Goods operations. This role is responsible for delivering exceptional customer and account experiences by managing repair and returns processes, authorizing domestic and international golf club credit returns, and resolving complex warranty and return escalations. The manager partners closely with Production, Quality Assurance, Engineering, Sales, and Customer Service teams to identify product trends, improve operational performance, and ensure inventory accuracy across returned goods and repair locations. In addition, this leader provides cross-functional support and mentorship to the DTC team on warranty solutions and repair services, supports emerging sales channels and marketing initiatives, drives reporting and forecasting efforts, leverages enterprise systems such as SAP and Cognos, and champions continuous process improvement to enhance efficiency, service quality, and customer satisfaction.

Requirements

5+ years of customer service experience
2+ years in a team lead or supervisory role
High school diploma or equivalent required
Experience using SAP and Cognos for reporting, analysis, and operational support
Strong leadership, coaching, and team development skills
Ability to manage competing priorities and resolve complex customer issues
Comfortable working in a fast-paced environment and collaborating across multiple departments

Nice To Haves

College degree preferred

Responsibilities

Leads the customer service team supporting repairs, warranties, and returns.
Oversees all West Coast Returned Goods operations.
Manages repair and returns processes.
Authorizes domestic and international golf club credit returns.
Resolves complex warranty and return escalations.
Partners with Production, Quality Assurance, Engineering, Sales, and Customer Service teams to identify product trends, improve operational performance, and ensure inventory accuracy.
Provides cross-functional support and mentorship to the DTC team on warranty solutions and repair services.
Supports emerging sales channels and marketing initiatives.
Drives reporting and forecasting efforts.
Leverages enterprise systems such as SAP and Cognos.
Champions continuous process improvement to enhance efficiency, service quality, and customer satisfaction.