Manager Customer Service | FootJoy

Acushnet Holdings Corp•Massachusetts, MA

35d•Hybrid

About The Position

FootJoy is seeking a strategic and people-focused Customer Service Manager to lead our team in delivering exceptional service across B2B and DTC channels. This role is central to driving operational excellence, implementing modern technologies (SAP ERP, Salesforce Service Cloud, RepSpark B2B Hub), and fostering a culture of continuous improvement. You'll oversee daily operations, coach and develop team members, and champion process optimization to elevate customer satisfaction and performance. If you're passionate about leadership, innovation, and creating world-class customer experiences, we'd love to hear from you.

Requirements

Bachelor's degree required.
Minimum 5 years of customer service experience, including 2+ years managing a customer service or call center team.
Proven leadership experience in hiring, training, performance management, and team development.
Strong presentation, analytical, and problem-solving skills.
Advanced proficiency in Microsoft Excel; intermediate to advanced skills in Word and PowerPoint.
Experience with SAP ERP and Salesforce Service Cloud (or similar customer service platforms) required.

Responsibilities

Lead and mentor the Customer Service team to achieve best-in-class service levels and timely case resolution.
Drive adoption and training of new technologies including SAP ERP, Salesforce Service Cloud, and RepSpark B2B Hub.
Collaborate cross-functionally to improve service execution and align with broader business goals.
Develop and implement onboarding and training programs to support team growth and performance.
Establish and monitor KPIs to drive continuous improvement across B2B and DTC channels.
Champion process optimization and change management initiatives.
Strong leadership, communication, and analytical skills with experience in customer service operations.