Lead Account Representative at Acushnet Company in Carlsbad, California

Job Description:

WE ARE A PRODUCT COMPANY.

WE ARE A PROCESS COMPANY.

ABOVE ALL, WE ARE A PEOPLE COMPANY.

The history of the Acushnet Company is tightly woven into the fabric of golf. From the start, we've been committed to enriching the experience of dedicated golfers through superior product performance, technological innovation, unmatched quality, and exceptional service. We are more than a collection of leading golf brands and products. We are a team united in our passion for the game. We are bridge builders who embrace our responsibility to leave our brands, businesses, communities, and the game of golf in a better position than when we started.

Together we live by the credo, "Autograph your work with excellence." We earn our position as unrivaled leaders in every category in which we compete, striving for excellence in all that we do - from the performance and consistency of our products to our engagement with golfers and trade partners, to our commitment to creating a workplace built on diversity, inclusion, belonging and respect.

Job Title: Lead Account Representative

Salary Range: $62,000.00 - 79,000.00/annual; Plus, bonus eligibility

Position Summary:

Responsible for providing Best in Class Customer Service for the Companies Clubs Divisions customers, trade partners (accounts) and field Sales Representatives, in a manner consistent with the Titleist brand image as the industry leader. Includes identifying, training and developing new and existing talent (Customer Service Representatives) to provide exceptional customer service, efficient order processing/management, product/pricing/policy information, issue resolution, accurate availability quotes, account feedback, etc. Includes establishing, systems, staffing levels and a schedule that ensures adequate phone coverage. Will work with Sales Management and Admin personnel to implement and execute procedures and systems designed to achieve the company's strategic objectives.

Key Responsibilities:

* Identify, train, develop, motivate and supervise new and existing associates, continually increasing competency in the areas of system familiarity, product knowledge, efficiency and accuracy.
* Create a Team of high achievers and nurture strong career paths.
* Enhance associate understanding of the Titleist culture and its vision of the future and how they tie together.
* Sit in on customer calls and provide regular performance feedback.
* Communicate with Operations and Forecasting teams to keep abreast of changing ATPS relative to promise dates, so that timely and effective callback campaigns can be implemented.
* Evaluate all aspects of order processing, from entry through departure, including the communication of accurate availability information and timeliness of order fulfillment.
* Recommend and implement process improvements relating to both areas, as well as elsewhere where departmental productivity can be optimized.
* In tandem with the Manufacturing, Purchasing, IT and Forecasting groups, identify and resolve issues leading to service misses, thereby improving the percentage of orders shipping on time.
* Oversee special projects as defined by Customer Service Manager. Report developing trends as they emerge.
* Identify, recommend and help implement career development and training opportunities that provide the department's associates the opportunity to achieve their full potential.
* Provide judgment calls that are fair to both customer and company.
* Understands the critical importance of maintaining relationships and strong mutually beneficial partnerships.
* Acts as role model and provides learning experiences for direct reports.

Qualifications/Required Experience:

* Bachelor's degree required.
* Minimum of two (2) years in a Customer Service / Call Center leadership role with responsibilities that included training, planning, assigning, and directing work; appraising performance; resolving problems and assessing needed talent.
* Golf background and golf product knowledge are required preferably of the Titleist brand. Proficient in Microsoft Office, Word, Excel and Power Point.
* Must possess exceptional technical skills with proven ability to adapt quickly to new and emerging programs/software.
* MRP systems and eSales experience are a major plus.

How To Apply:

Candidates meeting the qualifications listed above are invited to submit their resume along with salary requirements via the apply button for this job at: https://employment.acushnetgolf.com/ and must submit a resume in "MS Word Form ONLY" in order to be considered.

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