Customer Care Manager - Onsite

Are you looking for an organization that empowers its team members to learn, grow and make a genuine impact? Is work/life balance important to you? At Kawasaki, we offer this and so much more. The Engines Division of Kawasaki Motors Corp., U.S.A. headquartered in Grand Rapids, MI has an opening for a Customer Care Manager, based in Grand Rapids, MI.

A Customer Care Manager is responsible for leading, coaching and developing the Customer Care support team. Take ownership of providing customer service for parts, replacement engines, and accessories to Kawasaki dealers and company personnel.

Daily Responsibilities:

• Trains new employees in the department's policies, procedures, and best practices.

• Coach and develop Customer Care team in dealing with upset or angry customers.

• Take the lead in dealing with escalated customer service issues.

• Establish and perform annual performance appraisals and quarterly check-ins.

• Build trust and teamwork with Customer Care team, understand strengths and weaknesses of each team member.

• Handles disciple and termination of employees as needed in accordance with company policy.

• Manage customer service inquiries via an omni-channel support system and personal contact; perform required research and respond in a professional and timely manner.

• Lead Customer Care team members in expediting critical back orders through Product Services inventory control staff.

• Report problem inventory items communicated from dealers to the Problem Parts Specialist. Take time to anticipate customer concerns before they happen and implement solutions.

• Coordinate parts publication problem resolution with the IT Department and technical service issues with Technical Services Manager.

• Creates policies relevant to the Customer Care Department, for example Exchange & Return Product Policies.

• Solve distribution related issues in cooperation with Distribution Center Managers and the Logistics Department.

• Promote the use of KawasakiPower.com for business functions.

• Provide Customer Care team with required systems and business tools.

• Work with various departments and leadership on dealer issues and on new business projects that impact the processes within the Customer Care Department.

• Knowledge of industry and customer service trends and recommend improvements within the department to the Director of Dealer Sales Support.

• Work closely with IT to identify new tools or technology to improve departmental efficiencies.

• Work with Director of Dealer Sales Support on other needs for various reports.

As Required:

• Assist in the promotion of company sales programs.

• Develops reports and presentations on departmental functions and its performance measures.

• Understand and communicate the parts supply portion of Factory Directed Modifications and Recalls to dealers.

• Coordinate communication of retail customer complaints with various departments.

• Contributes ideas and suggestions to improve operational efficiency and customer service.

• Flexible shifts may be required based on dealer time zones and hours of business.

Minimal travel required.

Education and Experience:

• A Bachelor's degree in business preferred.

• 8+ years customer service-related experience.

• Solid leadership skills, able to delegate, coach and develop a team.

• Excellent verbal and written communication skills.

• Organized with attention to detail.

• Comfortable with computers and databases.

• Good understanding of Microsoft Office.

• Able to work well in a team environment.

Who We Are:

The Engines Division of Kawasaki Motors Corp., U.S.A. headquartered in Grand Rapids, MI sells and supports 4-cycle gasoline engines, and related parts and accessories commonly used in the lawn and garden industry. Please visit www.KawasakiEnginesUSA.com for more information on Kawasaki Engines full product line.

What We Offer:

Your health and wellness are important to you - and to us. That's why we provide a comprehensive benefits program designed for you (and your family) in mind.

• Good work/life balance

• Medical, dental, and vision plans

• Life insurance

• Flexible spending account

• Flexible schedules

• Summer Friday Hours

• Employee Assistance Program

• 401K

• Generous Time off

• Educational Assistance

• Ongoing training and development

• Team member product purchase program