Customer Service Manager at Yonex USA

Yonex USA specializes in producing technologically advanced sports equipment to enable players, both amateur and professional, to play tennis, badminton, and golf at a higher level. The Customer Service Manager leads a team of representatives, overseeing daily operations, setting service standards, and ensuring high customer satisfaction by handling escalations, training staff, monitoring KPIs, and improving processes through feedback analysis, ultimately driving customer loyalty and retention.

Responsabilities

• Supervise daily operations of the customer service team across channels
• Set individual and team goals aligned with department KPIs
• Provide coaching, feedback, and performance reviews to team members
• Manage escalated customer issues and ensure timely resolution
• Collaborate with other departments to improve service processes
• Oversee scheduling, staffing, and training for support team members
• Implement service tools, templates, and knowledge resources
• Manage daily progress in meeting important business metrics
• Generate detailed reports on customer interactions
• Oversee the budget for the customer service department
• Contribute to policy development and process improvements
• Other duties as assigned by management
  
  
  

Qualifications

• 8 or more years of experience in Customer Service or Operations
• 3 or more years in Management
• Proficient in MS Office
• Possess strong oral and written communication and the ability to work through difficult customers with professionalism and diplomacy
• Strong organizational skills and able to manage priorities and workflow
• Ability to understand and follow written and verbal instructions
• Acute attention to detail
• Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm
  
  
  

Preferred Qualifications

• Bachelor’s degree (B.A./B.S.) in Business Administration or related field
• Understanding of latest software/technology related to the Operations and Customer Service industry
  
  
  

Competencies

• Problem Solving: Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics
• Safety and Security: Observes safety and security procedures; Determines appropriate action beyond guidelines; Reports potentially unsafe conditions; Uses equipment and materials properly
• Quality Management: Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness
• Teamwork: Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed
  
  
  

Physical Demands and Work Environment

• Continually required to stand
• Continually required to walk
• Occasionally required to sit
• Frequently exposed to background noise from equipment and other distribution employees unloading and packing products
• Continually required to utilize hand and finger dexterity
• Continually required to talk and hear
• Continually utilize visual acuity to operate equipment, read technical information, and use a keyboard
• Occasionally required to lift, push, and/or carry items up to 50 pounds
  
  
  

The physical requirements described in the job description are representative of the physical requirements that must be performed by an employee to successfully perform the essential functions of this job with or without a reasonable accommodation. Reasonable accommodations that do not create an undue hardship for the company and allow a successful job applicant or employee to perform the essential duties of the position will be made in accordance with federal and state law.

Yonex USA provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.