Customer Service Manager

JOB TITLE: Customer Service Manager
DEPARTMENT: Service    
REPORTS TO: Technical Director 
CLASSIFICATION: Exempt

SUMMARY:

The Customer Service Manager supervises and coordinates daily activities and operations of the Customer Service Department. 

DUTIES AND RESPONSIBILITIES:

The following reflects management’s definition of essential functions for this job but does not restrict the tasks that may be assigned. Management may assign or reassign duties and responsibilities to this job at any time due to reasonable accommodation or other reasons.

  • Organizes, directs, and monitors daily activities of customer service staff 
  • Distributes workload to customer service team; monitors and reviews performance 
  • Monitors and analyzes productivity of customer service staff; generates reports based on analysis 
  • Negotiate Repurchase resolutions with customers based on Lemon Law requirements
  • Manage the logistics of repurchased motorcycle returns 
  • Interfaces with attorneys, mediators, and various regulatory agencies to resolve customer related legal matters
  • Co-ordinates efforts between various internal departments such as Parts, Sales, Service, and Accounting 
  • Establishes procedures, prepares and coordinates schedules, and expedites workflow 
  • Compiles status and work-volume reports for management 
  • Maintains records of customer service requests and complaints 
  • Possesses and maintains thorough knowledge of motorcycle product information 
  • Performs customer service staff duties as needed 
  • Hires, trains, motivates, and rewards customer service representatives 
  • Performs other duties as assigned by manager 

QUALIFICATIONS:

  • Bachelor’s degree (B. S.) or equivalent, two to four years related experience, or an equivalent combination of education and experience 
  • Motorcycle enthusiast a must, Ducatisti a huge plus
  • Mechanical aptitude and knowledge of motorcycle terminology required
  • Motorcycle and/or automotive industry experience a plus
  • Knowledge of Magnuson-Moss and State Lemon law regulations
  • Competence in duties and tasks of supervised employees 
  • Strong organizational, problem-solving, and analytical skills 
  • Ability to manage priorities and workflow 
  • Excellent customer service and interpersonal skills 
  • Demonstrated ability to supervise and motivate 
  • Good judgment with the ability to make timely and sound decisions 
  • Creative, flexible, and innovative team player 
  • Commitment to excellence and high standards 
  • Excellent written and verbal communication skills 
  • Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm  

To apply to be part of the Ducati North America team, please submit a cover letter and resume to: jobsDNA@ducati.com. Please indicate "Customer Service Manager" in the subject line.   

We are committed to providing equal opportunity employment opportunities to candidates and employees without regard to race, religion, creed, age, sex, height, weight, marital status, disability unrelated to an individual's ability to perform adequately, national origin citizenship, ancestry, or any other characteristic protected by law.