Customer Experience Director

2 weeks ago

Carlsbad, United States Acushnet Full time

**Job Overview:**

We are seeking a highly motivated and experienced Customer Experience Director to join our team at Acushnet Golf. As a Customer Experience Director, you will be responsible for delivering exceptional customer experiences to our customers, trade partners, and field sales representatives.

Salary Range: $62,000 - 79,000/annual, plus bonus eligibility

Key Responsibilities:

  • Identify, train, develop, motivate, and supervise new and existing associates to continually increase competency in system familiarity, product knowledge, efficiency, and accuracy.
  • Create a team of high achievers and nurture strong career paths.
  • Enhance associate understanding of the Titleist culture and its vision of the future and how they tie together.
  • Sit in on customer calls and provide regular performance feedback.
  • Communicate with operations and forecasting teams to keep abreast of changing ATPS relative to promise dates, so that timely and effective callback campaigns can be implemented.
  • Evaluate all aspects of order processing, from entry through departure, including the communication of accurate availability information and timeliness of order fulfillment.
  • Recommend and implement process improvements relating to both areas, as well as elsewhere where departmental productivity can be optimized.
  • In tandem with manufacturing, purchasing, IT, and forecasting groups, identify and resolve issues leading to service misses, thereby improving the percentage of orders shipping on time.
  • Oversee special projects as defined by customer service manager. Report developing trends as they emerge.
  • Identify, recommend, and help implement career development and training opportunities that provide the department's associates the opportunity to achieve their full potential.
  • Provide judgment calls that are fair to both customer and company.
  • Understand the critical importance of maintaining relationships and strong mutually beneficial partnerships.
  • Act as role model and provides learning experiences for direct reports.

Requirements:

  • Bachelor's degree required.
  • Minimum of two (2) years in a customer service/call center leadership role with responsibilities that included training, planning, assigning, and directing work; appraising performance; resolving problems and assessing needed talent.
  • Golf background and golf product knowledge are required preferably of the Titleist brand. Proficient in Microsoft Office, Word, Excel, and PowerPoint.
  • Must possess exceptional technical skills with proven ability to adapt quickly to new and emerging programs/software.
  • MRP systems and eSales experience are a major plus.

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