Customer Service Director

9 hours ago

Tampa, Florida, United States Suzuki Full time

Job Summary:

The Customer Service Lead will oversee the daily operation of the Customer Service and Warranty staff. This role is responsible for ensuring customer inquiries are handled promptly and courteously, and that warranty claims are processed efficiently and within established policy and budgetary limits.

Key Responsibilities:

  • Monitor the interaction of the Customer Service staff to ensure customer inquiries are handled in a timely and courteous manner.
  • Process warranty claims and ensure they are approved within established policy and budgetary limits.
  • Manage sensitive cases involving accidents, injuries, lemon law suits, breach of warranty claims, insurance subrogation, and fires.
  • Work with the legal and quality-control department to decide when to 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 funds are credited to the proper accounts.
  • Respond to customer complaints reported to Suzuki Motor of America, Inc. from various governmental agencies.
  • Correspond with customers and governmental agencies to explain the steps taken to resolve customer concerns.
  • Collect product-complaint information from the customer-contact database and direct dealership and TSM contact to generate reports on possible product problems.
  • Route reports to the National Service Manager, Field Manager, Technical, Legal, and Government Affairs Departments.
  • Monitor warranty expenses and act as a secondary approver of warranty claims over a specific dollar value or when goodwill decisions are involved.
  • Ensure warranty claims are submitted to Suzuki Japan within the required time frame to ensure reimbursement.
  • Work closely with the Quality Research department to make them aware of possible quality-related issues being reported by customers or through the warranty system.
  • Administer monetary and policy-related decisions to customers, dealers, and customer service staff based on available information.
  • Consult with the National Service Manager on sensitive issues to ensure decisions are equitable to all parties involved.
  • Communicate with Suzuki Japan as required regarding warranty issues to ensure prompt reimbursement of warranty costs.

Requirements:

  • 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's degree required.
  • 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 interpersonal, organizational, and communication skills are required.

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