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Customer Support Supervisor

2 months ago

Tampa, Florida, United States Suzuki Full time

Customer Service Lead

Job Category: Marine Technical Service

Requisition Number: CUSTO01061

Job Overview

The Customer Service Lead is accountable for managing the daily functions of the Customer Service and Warranty teams. This role involves ensuring that customer inquiries are addressed promptly and courteously, while adhering to established protocols for documentation.

Key Responsibilities

  1. Oversee the processing of dealer warranty claims, ensuring compliance with company policies and budgetary constraints.
  2. Handle sensitive cases, including accidents, injuries, and warranty disputes, with the aim of achieving customer satisfaction while safeguarding the interests of Suzuki.
  3. Collaborate with legal and quality control departments to determine appropriate actions for crash-damaged products, including potential repurchase or reimbursement processes.
  4. Address customer complaints received from various governmental agencies, providing detailed written responses that outline Suzuki's resolution efforts.
  5. Gather product complaint data from customer interactions and dealership reports to identify potential product issues, routing findings to relevant departments for timely action.
  6. Monitor warranty expenses and serve as a secondary approver for high-value warranty claims.
  7. Ensure timely submission of warranty claims to Suzuki Japan for reimbursement.
  8. Work closely with Quality Research to report quality-related issues raised by customers.
  9. Make informed monetary and policy decisions for customers and dealers, consulting with the National Service Manager on sensitive matters.
  10. Maintain communication with Suzuki Japan regarding warranty issues to facilitate prompt reimbursement.

Qualifications

Applicants should possess prior experience in customer service or a related field, with marine product knowledge being advantageous. Attention to detail and the ability to work effectively in a team environment are essential. Candidates must demonstrate the capability to manage multiple tasks while maintaining focus on overarching objectives.

Education

A Bachelor’s Degree is required.

Skills and Abilities

Successful candidates will exhibit strong interpersonal, organizational, and communication skills. They must be able to navigate a fast-paced work environment and effectively manage others.

Physical Requirements

Ability to work in a standard office setting, utilize office equipment, and attend meetings as necessary. Candidates should be able to lift materials weighing up to 20 pounds and possess the vision and hearing necessary to communicate effectively.