Customer Service Representatives jobs in California

Customer Service Manager

At Yonex, curiosity drives us, and excellence fuels our every move. Founded in 1946 with a vision to bring joy to the world through sport, our legacy is rooted in innovation. Our engineers, designers, and artisans craft world-class sporting equipment that redefines performance and design, always staying true to our mission: to unite the world and deepen the connection between people and the game.

The Customer Service Manager leads a team of representatives, overseeing daily operations, setting service standards, and ensuring high customer satisfaction by handling escalations, training staff, monitoring KPIs, and improving processes through feedback analysis, ultimately driving customer loyalty and retention.

Responsabilities

Supervise daily operations of the customer service team across channels
Set individual and team goals aligned with department KPIs
Provide coaching, feedback, and performance reviews to team members
Manage escalated customer issues and ensure timely resolution
Collaborate with other departments to improve service processes
Oversee scheduling, staffing, and training for support team members
Implement service tools, templates, and knowledge resources
Manage daily progress in meeting important business metrics
Generate detailed reports on customer interactions
Oversee the budget for the customer service department
Contribute to policy development and process improvements
Other duties as assigned by management

Qualifications

8 or more years of experience in Customer Service or Operations
3 or more years in Management
Proficient in MS Office
Possess strong oral and written communication and the ability to work through difficult customers with professionalism and diplomacy
Strong organizational skills and able to manage priorities and workflow
Ability to understand and follow written and verbal instructions
Acute attention to detail
Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm

Preferred Qualifications

Bachelors degree (B.A./B.S.) in Business Administration or related field
Understanding of latest software/technology related to the Operations and Customer Service industry.

Competencies

Problem Solving: Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
Safety and Security: Observes safety and security procedures; Determines appropriate action beyond guidelines; Reports potentially unsafe conditions; Uses equipment and materials properly.
Quality Management: Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness.
Teamwork: Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.

Physical Demands and Work Environment

Continually required to stand
Continually required to walk
Occasionally required to sit
Frequently exposed to background noise from equipment and other distribution employees unloading and packing products
Continually required to utilize hand and finger dexterity
Continually required to talk and hear
Continually utilize visual acuity to operate equipment, read technical information, and use a keyboard
Occasionally required to lift, push, and/or carry items up to 50 pounds

The physical requirements described in the job description are representative of the physical requirements that must be performed by an employee to successfully perform the essential functions of this job with or without a reasonable accommodation. Reasonable accommodations that do not create an undue hardship for the company and allow a successful job applicant or employee to perform the essential duties of the position will be made in accordance with federal and state law.

Yonex USA provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

$90,000 - $100,000 a year

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