Manager, Customer Service Repairs and Returns | Titleist at Acushnet Company — Carlsbad, CA

Where Performance Meets Purpose

What You Will Be Doing

The Manager, Customer Service Repairs and Returns leads the customer service team supporting repairs, warranties, and returns while overseeing all West Coast Returned Goods operations. This role is responsible for delivering exceptional customer and account experiences by managing repair and returns processes, authorizing domestic and international golf club credit returns, and resolving complex warranty and return escalations. The manager partners closely with Production, Quality Assurance, Engineering, Sales, and Customer Service teams to identify product trends, improve operational performance, and ensure inventory accuracy across returned goods and repair locations. In addition, this leader provides cross-functional support and mentorship to the DTC team on warranty solutions and repair services, supports emerging sales channels and marketing initiatives, drives reporting and forecasting efforts, leverages enterprise systems such as SAP and Cognos, and champions continuous process improvement to enhance efficiency, service quality, and customer satisfaction.

What You Bring

• 5+ years of customer service experience, including 2+ years in a team lead or supervisory role.
• High school diploma or equivalent required. College degree preferred.
• Experience using SAP and Cognos for reporting, analysis, and operational support.
• Strong leadership, coaching, and team development skills.
• Ability to manage competing priorities and resolve complex customer issues.
• Comfortable working in a fast-paced environment and collaborating across multiple departments.

#LI-LB1 #LI-Onsite

Our Commitment to You

Pay Range: $101,727.00-$129,537.00

Ready to Make an Impact?

• Tell me about a time you led a team through a challenging customer escalation involving a warranty, repair, or returns dispute.
• This role requires close collaboration with Production, Quality, Engineering, and Customer Service teams to identify trends and improve processes. Can you share an example of a process improvement initiative you led?

EEO and Additional Statements

• Acushnet Company is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, age, status as a protected veteran, among other things, or status as a qualified individual with a disability. EEO Employer/Veteran/Disabled.
• Acushnet Company respects the intellectual property and confidential information of third parties. Our policy is that no employee or applicant shall disclose confidential information of a third party to Acushnet Company. Accordingly, please do not include any confidential information of a current or previous employer on your resume or any other materials you provide to us.
• Acushnet Company participates is E-Verify. Please click here for more details.
• Global Candidate Privacy Notice