Boston Whaler Customer Service Administrator

Brunswick Edgewater , FL 32132

Posted 4 months ago

It is our people behind life's passions who will make the big difference. If you are interested in becoming part of a company that delivers market leading products, driving your own career and working with brands committed to active lifestyles, then you've found your fit.

Have what it takes? Join us.

POSITION SUMMARY

To provide Boston Whaler with positive interface between dealers and customers, by handling administrative duties, maintaining Service Bulletin release and tracking, and processing warranty claims in a timely manner. Ultimate objective is to provide superior customer service and exceed customer expectations.

PRIMARY ROLES AND RESPONSIBILITIES

  • Handle administrative aspects of the Customer Service department

  • Generate, distribute and track Service Bulletins and Consumer Letters along with monthly updates

  • Assist Customer Service in processing Warranty Claims

  • Process consumer warranty registration transfers

  • Maintain, track, and report Customer Service metrics including Customer Service performance and warranty and accessory order tracking

  • Track and report on Customer Service Specific Reserve

  • Update policy, procedures and manuals as necessary

  • Process and track employee purchases by interfacing with customers, dealers, finance, and order entry

  • Coordinate Customer Service travel as necessary

  • Perform dealer training on policy, procedures and systems as necessary

  • Perform warranty analysis as required

  • CSI & Hot Alerts interface with CSI coordinator and resolve alerts

  • Special projects as needed

  • Performs other tasks, based on management requirements and instructions

SECONDARY ROLES AND RESPONSIBILITIES

  • Cross train and provide vacation relief to Customer Service Representatives

  • Cross train to process Parts and Accessory Orders

  • Provide support for boat shows, events, etc.

EXPERIENCE/SKILLS

  • Prior customer service/public contact experience strongly preferred

  • Thorough knowledge of boating industry products, quality, and service strongly preferred

  • Boston Whaler product knowledge preferred

  • Demonstrated professional oral and written communication skills required

  • Must have working knowledge of Microsoft Office software Word, Excel, Powerpoint, etc.

  • Must have the ability to interact effectively with other departments in resolving and answering dealer and customer issues and/or questions.

  • Strong organizational skills required

  • Must have the ability to handle multiple issues and prioritize work

EDUCATION/TRAINING

  • Bachelor's degree preferred (or equivalent experience)

DETAILED LIST OF RESPONSIBILITIES AND TASKS

  • Handle administrative aspects of the Customer Service department

  • Pull boat order inquiries as requested by Management

  • Generate spreadsheets and reports as needed

  • Generate, distribute and track Service Bulletins and Consumer Letters along with monthly updates

  • Process Service Bulletin Warranty Claims

  • Track all completed and open Service Bulletins

  • Update USCG on recalls (DNR & CUR)

  • Work with necessary departments to track probable Service Bulletins

  • Provide monthly updates for the PPC on completions

  • Send consumer letters for bulletins including 6mon and 1 year follow ups

  • Track and research returned consumer letters

  • Assist Customer Service in processing Warranty Claims

  • Process consumer warranty registration transfers

  • Contact consumers as needed, for added information

  • Contact dealers to process non-registered boats

  • Maintain, track, and report Customer Service metrics including Customer Service performance and warranty and accessory order tracking

  • Daily warranty claim tracking

  • SOX tracking and audit preparation

  • Goodwill Tracking

  • Call Performance

  • Parts and Accessory Orders

  • Service Bulletin tracking

  • Monthly warranty tracking

  • Specific Reserve

  • Hot Boats

  • Customer Service Weekly Update

  • Quality Council & PPC Monthly Updates

  • Dealer Surveys

  • Update policy, procedures and manuals as necessary

  • Process and track employee purchases by interfacing with customers, dealers, finance, and order entry

  • Maintain employee pricing

  • Provide pricing to employees

  • Interface regarding boat options and answering inquiries

  • Coordinate with dealer for processing

  • Confirm order with Order Entry

  • Submit Special Instructions as needed

  • Coordinate with Logistics for boat shipping and pick up

  • Process Dealer Credit and Employee Rebate

  • Provide all necessary updates to Finance

  • Submit quarterly report to finance

  • Coordinate Customer Service travel as necessary

  • Perform dealer training on policy, procedures and systems as necessary

  • Maintain dealer technician training documents

  • Coordinate and schedule training with Value Streams

  • Perform warranty analysis as required

  • Track and report on Specific Reserve to finance

  • CSI & Hot Alerts interface with CSI coordinator and resolve alerts

  • Special projects as needed

We are the people behind life's passions.

Brunswick does not accept applications, inquiries or solicitations from unapproved staffing agencies or vendors. For help, please contact our support team at: hrservicecenter@brunswick.com or 1-888-735-4767.

Equal Opportunity Employer: Minorities/Women/Protected Veterans/Disabled

EEO is The Law - click here for more information

Brunswick and Workday Privacy Policies

#Brunswick Corporation - Boston Whaler


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Boston Whaler Customer Service Administrator

Brunswick