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Customer Service ManagerKawasaki Motors Corp., U.S.A. • Foothill Ranch, CA, United States
No longer accepting applications
Customer Service Manager
Kawasaki Motors Corp., U.S.A. • Foothill Ranch, CA, United States
30+ days ago
Salary
$95,000.00 yearly
Job type
- Full-time
Job description
Customer Service Manager
Job Category: Kaw Motor Retail Finance
Full-Time
Hybrid
Foothill Ranch, CA 92610, USA
Job Details
Description
Key Responsibilities:
Customer Service Operations Management:
- 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.
Servicing Systems & Process Development:
- 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.
Team Leadership & Development:
- 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.
Compliance, Audit, & Controls:
- 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.
Payment Processing:
- 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.
Customer Experience Enhancement:
- 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.
Retention, Recapture and Loyalty:
- Strategic, 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
Qualifications:
- 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.
Profile Differentiators:
- 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
Salary:
- Salary range: $95,000 - $115,000 annually based on experience and qualifications.
KMRF is an Equal Opportunity Employer; employment with KMRF is governed on the basis of merit, competence and qualifications and will not be influenced in any manner by race, color, religion, gender, national origin/ethnicity, veteran status, disability status, age, sexual orientation, gender identity, marital status, mental or physical disability or any other legally protected status.
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Customer Service Manager • Foothill Ranch, CA, United States
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