Client Relations Manager
1 week ago
Customer Service Lead
Job Category: Marine Technical Service
Requisition Number: CUSTO01061
Job Details
Description
The Customer Service Lead is responsible 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 documentation protocols.
Key responsibilities include:
- Overseeing the processing of dealer warranty claims to ensure compliance with company policies and budgetary constraints.
- Handling sensitive cases, including accidents, injuries, lemon law claims, warranty breaches, insurance subrogation, and fire incidents, with the aim of achieving customer satisfaction while safeguarding Suzuki's interests.
- Collaborating with legal and quality control departments to determine the appropriate course of action for crash-damaged products, including repurchase and reimbursement processes.
- Responding to customer complaints escalated from various governmental agencies, providing written correspondence that outlines Suzuki's actions to resolve issues and prevent potential legal disputes.
- Collecting and analyzing product complaint data from customer interactions, dealerships, and TSM contacts to generate reports on product performance and safety concerns.
- Monitoring warranty expenses and serving as a secondary approver for high-value warranty claims or goodwill decisions.
- Ensuring timely submission of warranty claims to Suzuki Japan for reimbursement.
- Working closely with Quality Research to identify and address quality-related issues reported by customers.
- Administering monetary and policy-related decisions for customers and dealers, consulting with the National Service Manager on sensitive matters to ensure fairness.
- Communicating with Suzuki Japan regarding warranty issues to facilitate prompt reimbursement.
Qualifications
Candidates should possess:
- Experience in customer service or a related field.
- Marine product knowledge is advantageous.
- Strong attention to detail and the ability to work effectively in a team environment.
- A comprehensive understanding of the broader context behind operational details.
- A Bachelor’s degree.
- The capability to thrive in a fast-paced setting, managing multiple tasks while maintaining focus on common objectives.
- Excellent interpersonal, organizational, and communication skills.
Physical requirements include the ability to work in a standard office environment, operate office equipment, attend meetings at various locations, lift materials up to 20 pounds, and communicate effectively in person and over the phone.
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