Customer Service Lead

4 months ago

Tampa, United States Suzuki Full time

** Customer Service Lead**

**Job Category****:** Marine Technical Service **Requisition Number****:** CUSTO01061 Showing 1 location **Job Details**

**Description**

Responsible for overseeing the daily operation of the Customer Service and Warranty staff. Monitor the interaction of the Customer Service staff to insure customer inquires are handled in a prompt and courtesy manner and properly documented using established guidelines. Monitor the processing of dealers warranty claims so that claim approvals are within established policy and budgetary limits.

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Manage sensitive cases involving accidents, injuries,lemon law suits, breach of warranty claims, insurance subrogation and fires. The goal is to provide customer satisfaction while protecting the interests of Suzuki and limiting its exposure to potential future law suits.

Work with the legal and quality-control department to decide when we should repair crash-damaged product. Administer the repurchase of product under certain circumstances as well as resell of the unit or apply for SMC reimbursement. Ensure that the funds are credited to the proper accounts.

Respond to customer complaints reported to Suzuki Motor of America, Inc. from various governmental agencies such as Attorney Generals Offices, Better Business Departments, Consumers Affairs. Correspondence is generally in writing and is designed to explain the steps Suzuki has taken (or would like to) to resolve customer concerns. These communications typically lead to resolving customers concerns, saving a customer, as well as heading off potential law suits.

Collect product-complaint information from the customer-contact database , direct dealership and TSM contact to generate reports on possible product problems. Reports are routed to the National Service Manager, Field Manager, Technical, Legal and Government Affairs Departments with the goal of implementing quick-and-proper counter measures. Often, these reports focus on safety issues and upcoming recalls or bulletins.

Monitor warranty expenses and act as a secondary approver of warranty claims over a specific dollar value or when goodwill decisions are involved.

Insure warranty claims are submitted to Suzuki Japan within required time frame to insure reimbursement.

Work closely with the Quality Research to make them aware of possible quality related issued being reported by customers or through the warranty system.

Administer monetary and policy related decisions to both customers, dealers and customer service staff based on the available information. Consult with the direction of National Service Manager on sensitive issues to ensure decisions rendered are equitable to all parties involved.

Communicate with Suzuki Japan as require regarding warranty issues to insure prompt reimbursement of warranty cost.

Customer service or related experience required.

Marine product experience is helpful.

Detail oriented

A history of working successfully in a team environment is a must.

The ability to see the big picture behind the details.

**Bachelor Degree**

Ability to work in a fast-paced environment. Must be able to manage others effectively. Manage multiple tasks, while remaining focused on a common objective. Excellent inter-personal, organizational and communication skills are required.

Must possess mobility to work in a standard office setting and to use standard office equipment, including a computer, and to attend meetings at various sites within and away from the City; strength to lift and carry materials weighing up to 20 pounds; vision to read printed materials and a computer screen; and hearing and speech to communicate in person and over the telephone.

**Qualifications**

**Skills**

**Behaviors**

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**Motivations**

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**Education**

**Experience**

**Licenses & Certifications**

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