Asst. Mgr, Customer Relations
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Job Purpose
The Aftersales Experience (ASX) Customer Relations Assistant Manager enhances Honda’s Lifetime Owner Loyalty mission by ensuring superior assistance for concerns with a range of products including ATVs, Motorcycles, Power Equipment, and SXS. This pivotal role involves leading teams in Alpharetta, GA, and Timmonsville, SC, driving continuous improvement to deliver exceptional customer support and resolve product issues. The Assistant Manager is instrumental in setting team goals, organizing work schedules, implementing interaction protocols, conducting training, coaching associates, and improving operations. Additionally, this role includes managing complex customer interactions, overseeing escalated issue resolutions, and guiding warranty and goodwill assistance policies. Reporting responsibilities encompass both Ad Hoc and routine updates to the Product Regulatory Office and the ASX management team. Furthermore, the Assistant Manager will ensure seamless communication with the Tier 1 customer relations team in Chino, CA, disseminating vital information on new products, campaigns, and educational opportunities.
Key Accountabilities
- Develop and articulate clear team objectives, aligning them with company goals, and regularly monitor and report on the progress to ensure targets are being met.
- Foster a customer-centric culture within the team, emphasizing activities that enhance customer engagement and contribute to increased customer lifetime value and loyalty.
- Provide expert guidance to customer relations teams, assisting in the resolution of complex issues through thorough review, insightful analysis, and informed decision-making to ensure equitable outcomes.
- Identify coaching opportunities and deliver constructive feedback to team members, focusing on continuous improvement in customer support and response quality.
- Regularly review workloads and adjust assignments as necessary to maintain a balanced caseload across the team.
- Provide timely and effective responses to escalated customer inquiries via email and phone.
- Schedule and undertake regular visits to both office locations to foster a unified team culture.
- Oversee the timely and successful completion of special projects as directed by management, ensuring that all objectives are met.
- Read and analyze service publications and routings, providing constructive feedback to enhance clarity, efficiency, and customer satisfaction.
- Execute the recruitment process, from detailed resume scrutiny to dynamic participation in interviews, culminating in strategic candidate selection aligned with company culture and performance goals.
- Bachelor’s degree or equivalent work experience
- 7 years in a customer focused environment requiring initiative, preferably in the Powersports or Power Equipment industry with at least 2 years of supervisory or leadership experience in customer support activities
- Strong leadership, people management and interpersonal skills with the ability to work with all levels of staff
- Strong decision-making, problem solving, time management, multitasking, negotiation, critical thinking, attention to detail, follow-up, organizational and analytical skills
- Knowledge of ATVs, lawn & garden products, motorcycles, SXSs, or small engines
- Excellent communication (listening, verbal, and written) skills
- Proficient in computer systems, Interactive Network (iN), Salesforce (CRRS), CICS, and Microsoft Applications (Word, Excel, PowerPoint)
- Onsite
Total Rewards:
- Competitive Base Salary
- Annual Bonus
- Representative Lease Car Program (No Cost – Car, Maintenance, and Insurance included)
- Industry leading Benefit Plans (Medical, Dental, Vision, Rx)
- Paid time off, including vacation, paid holidays, sick time, personal days
- 401K Plan with company match + additional contribution
- Lifestyle Bonus
- Relocation assistance
Career Growth:
- Advancement opportunities
- Career mobility
- Education reimbursement for continued learning
- Training and Development programs
Additional Offerings:
- Wellbeing program
- Community service and engagement programs
- Product programs Free drinks onsite
