It is our people behind life’s passions who will make the big difference. If you are interested in becoming part of a company that delivers market leading products, driving your own career and working with brands committed to active lifestyles, then you’ve found your fit.
Have what it takes? Join us.
For almost 60 years, Sea Ray has been committed to providing superior products with a sincere appreciation for its customers. Fulfilling our founder’s vision to deliver the best product and experience requires truly exceptional people. Sea Ray is passionate about connecting family and friends on the water, and we’re looking for a customer service professional to share that passion with our customers. This candidate will lead our progressive thinking on how we better serve customers after purchase, through differentiated customer service and new methods that drive consumer loyalty. This person must be a driven problem-solver and effective collaborator that understands how to amaze consumers.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
Lead and develop a team of 15+ customer care advocates, technical service representatives, parts specialists and field service technicians
Develop, implement and administer parts and service programs, strategies and policies including warranty administration, issue resolution with consumers and dealers, call center, and other functions of the department
Ensure team processes and procedures are aligned for global and local consistency
Set and communicate goals, action plans, and key metrics for customer care and technical teams in different customer tiers with different levels of customer touch; create standardized playbooks and interventions for each point in the customer journey
Review and analyze daily performance results to ensure the group is on target for meeting performance standards for customer satisfaction, call handling, case closure rates, etc.
Oversee relationships with third-party customer service providers
Develop and deploy strategies to drive customer loyalty, performance and utilization rates, NPS, and customer advocacy rates, while maintaining an industry-leading CSI score
Lead strategic, cross-functional initiatives such as customer lifecycle definition, NPS, voice-of-customer, and product feedback
Develop service revenue opportunities in partnership with category management
Participate as a strategic member of the cross-functional team responsible for the customer experience
Identify opportunities for employee coaching and staff development
Leverage technology to optimize customer operations and employee performance
Partner with manufacturing, engineering, category management, quality and other teams to drive improvements to our products, services and processes
SKILLS AND EXPERIENCE
Ten or more years of successful management of a forward-thinking customer service department
Track record building high performing teams, defining organizational structure, inspiring others to find their own passion for wearing the customers’ shoes
Boating knowledge preferred; willingness to learn and participate in boating is a must
Ability to effectively communicate within all areas of the company and act as a team player
Advanced proficiency of Microsoft Office applications (Excel, PowerPoint, and Access)
Experience working with Salesforce.com preferred; CRM experience required
Customer satisfaction survey / follow-up strategy, development and analysis preferred
We are the people behind life’s passions.
Brunswick does not accept applications, inquiries or solicitations from unapproved staffing agencies or vendors. For help, please contact our support team at: firstname.lastname@example.org or 1-888-735-4767.
Brunswick Corporation is a publicly held company listed on the New York and Chicago stock exchanges, with sales over $4.5 billion annually. While we are family to approximately 15,000 employees around the world, three divisions in more than 30 countries create a local environment. Our global headquarters is located in the Chicago suburb of Mettawa, IL. Since Brunswick was founded in 1845, the Company has grown to become a world leader in each of our product categories: marine propulsion, boat and fitness. We’ve been successful in the market for so long because we maintain a focus on driving innovation, while leveraging best practices and veteran industry knowledge. Here, your ideas for company growth are backed by a nearly 175-year legacy of experience.