Overview

This position coordinates and leads activities of the Customer Care Department which handles issues and concerns from Kawasaki’s retail customer base and dealers. Responsibilities include handling customer contacts and all follow up communications between Kawasaki and its retail customer base, dealers, and government agencies including the Better Business Bureau via phone, chat, letters, survey responses and emails.

Duties and Responsibilities:

  • Communicates with consumers and dealers by phone, chat, letters and/or email in a professional customer friendly manner.
  • Resolves issues and concerns of retail customer base. Investigates and researches warranty, parts and/or dealer issues by performing all necessary legwork. (i.e., locating files/paperwork, communicating with various AKM divisions to find solutions, etc.).
  • Determines the appropriate course of action to take on our customers’ behalf to obtain customer satisfaction in each situation, as well as advising Team Members on appropriate actions as needed.
  • Consistently follows up to ensure problems are solved to a satisfactory ending for both Customer and Dealer.
  • Responsible for handling escalated contacts from within department, the company, and from outside sources such as dealers, BBB, etc., professionally with a view to maximizing customer satisfaction.
  • Assists with prioritization and review of incoming e-mail and forwards to appropriate parties as needed.
  • Accurately documents all communications and records in the OSC system.
  • Maintains current knowledge of all KMC products, services, promotions, parts, etc. Attends training classes and reads all relevant materials pertaining to new Kawasaki products and programs.
  • Suggests procedures to improve efficiency of processes.
  • Works with manager of department assisting in long-range planning and projects to improve departmental functioning.
  • Reviews communication logs to monitor technical accuracy, adherence to policies and procedures, need for follow-up action and to provide feedback to Team Members.
  • Generates information to compile work volume statistics for reporting purposes and to keep records of Customer Care requests and complaints.
  • Reviews check requests for accuracy and processes account receivable adjustments.
  • Promotes harmony among workers and assists in resolving Team Member grievances.
  • Provides ad hoc/weekly/monthly/quarterly summary reports on department and consumer activity/feedback to department manager for review (as assigned).
  • Other Customer Care duties as assigned.

Education and Experience:

High school diploma or general education degree (GED) is required; a Bachelor’s degree (BA/BS) or equivalent from four-year College is preferred; and minimum six years related experience and/or training in a customer service environment is required; or equivalent combination of education and experience.

Skills and Qualifications:

To perform this job successfully, you must be able to perform each essential duty satisfactorily.  The items listed below are representative of the knowledge, skill, and/or ability required.

  • Customer Centric mindset.
  • Exhibits excellent oral and written communication skills and ability to work effectively in a remote location.
  • Demonstrates the ability to successfully prioritize and organize multiple, competing tasks.
  • Extremely detail and deadline oriented.
  • Brings energy and enthusiasm to group or team efforts.
  • Experience in powersports industry a plus.
  • Solid knowledge and experience working with Microsoft’s Word, Excel, and PowerPoint software.
  • Familiarity with Oracle Service Cloud a plus.
  • Approximate percentage of travel required up to 10%.

 

About Kawasaki Motors Corp., U.S.A.

Kawasaki Motors Corp., U.S.A. (KMC) markets and distributes Kawasaki motorcycles, ATVs, side x sides and Jet Ski ® watercraft through a network of almost 1,100 independent retailers, with close to an additional 7,400 retailers specializing in general purpose engines. Kawasaki and its affiliates employ nearly 3,100 people in the United States, with approximately 260 of them located at our Foothill Ranch, CA headquarters. We’re proud to say that Kawasaki has a great reputation in the industry, strong brand recognition, exemplary quality, and excellent customer service.