Manager Customer Service | FootJoy
Job Description
Where Performance Meets Purpose
Join a team that values excellence and innovation, at a company known for its iconic golf brands. At Acushnet Company, your background and experience contribute to creating the best products for dedicated golfers worldwide. Here, your performance has purpose.
What You Will Be Doing
FootJoy is seeking a strategic and people-focused Customer Service Manager to lead our team in delivering exceptional service across B2B and DTC channels. This role is central to driving operational excellence, implementing modern technologies (SAP ERP, Salesforce Service Cloud, RepSpark B2B Hub), and fostering a culture of continuous improvement. You’ll oversee daily operations, coach and develop team members, and champion process optimization to elevate customer satisfaction and performance. If you’re passionate about leadership, innovation, and creating world-class customer experiences, we’d love to hear from you.
Key Responsibilities & Qualifications:
Lead and mentor the Customer Service team to achieve best-in-class service levels and timely case resolution.
Drive adoption and training of new technologies including SAP ERP, Salesforce Service Cloud, and RepSpark B2B Hub.
Collaborate cross-functionally to improve service execution and align with broader business goals.
Develop and implement onboarding and training programs to support team growth and performance.
Establish and monitor KPIs to drive continuous improvement across B2B and DTC channels.
Champion process optimization and change management initiatives.
Strong leadership, communication, and analytical skills with experience in customer service operations.
What You Bring
Bachelor’s degree required.
Minimum 5 years of customer service experience, including 2+ years managing a customer service or call center team.
Proven leadership experience in hiring, training, performance management, and team development.
Strong presentation, analytical, and problem-solving skills.
Advanced proficiency in Microsoft Excel; intermediate to advanced skills in Word and PowerPoint.
Experience with SAP ERP and Salesforce Service Cloud (or similar customer service platforms) required.
#LI-Hybrid
#LI-DB1
Our Commitment to You
At Acushnet Company, we are committed to helping our associates thrive both personally and professionally. From the start, you and your family, including domestic partners, will benefit from a comprehensive suite of health and well-being programs. Enjoy the advantages of paid time off, an onsite fitness center, acupuncture, physical therapy, wellness coaches, and more.
Our financial benefits are designed to secure your future, offering a 401k with company match, health savings accounts, and flexible spending accounts.
Additionally, you'll enjoy perks like pet insurance, legal planning, education assistance, and exclusive access to our Associate Store. At Acushnet Company, your performance has purpose, and we're here to support you every step of the way.
Ready to Make an Impact?
Join us at Acushnet Company and be part of a team that values excellence and innovation.
1. Tell me about a time you led a customer service team through a major process or technology change (such as implementing a new ERP or CRM system). How did you ensure adoption and maintain service levels during the transition?"
2. Customer service performance often hinges on KPIs and analytics. Can you share an example of how you used data to identify a problem and implement a solution that improved service quality or efficiency?
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.
Where Performance Meets Purpose
Join a team that values excellence and innovation, at a company known for its iconic golf brands. At Acushnet Company, your background and experience contribute to creating the best products for dedicated golfers worldwide. Here, your performance has purpose.
What You Will Be Doing
FootJoy is seeking a strategic and people-focused Customer Service Manager to lead our team in delivering exceptional service across B2B and DTC channels. This role is central to driving operational excellence, implementing modern technologies (SAP ERP, Salesforce Service Cloud, RepSpark B2B Hub), and fostering a culture of continuous improvement. You’ll oversee daily operations, coach and develop team members, and champion process optimization to elevate customer satisfaction and performance. If you’re passionate about leadership, innovation, and creating world-class customer experiences, we’d love to hear from you.
Key Responsibilities & Qualifications:
Lead and mentor the Customer Service team to achieve best-in-class service levels and timely case resolution.
Drive adoption and training of new technologies including SAP ERP, Salesforce Service Cloud, and RepSpark B2B Hub.
Collaborate cross-functionally to improve service execution and align with broader business goals.
Develop and implement onboarding and training programs to support team growth and performance.
Establish and monitor KPIs to drive continuous improvement across B2B and DTC channels.
Champion process optimization and change management initiatives.
Strong leadership, communication, and analytical skills with experience in customer service operations.
What You Bring
Bachelor’s degree required.
Minimum 5 years of customer service experience, including 2+ years managing a customer service or call center team.
Proven leadership experience in hiring, training, performance management, and team development.
Strong presentation, analytical, and problem-solving skills.
Advanced proficiency in Microsoft Excel; intermediate to advanced skills in Word and PowerPoint.
Experience with SAP ERP and Salesforce Service Cloud (or similar customer service platforms) required.
#LI-Hybrid
#LI-DB1
Our Commitment to You
At Acushnet Company, we are committed to helping our associates thrive both personally and professionally. From the start, you and your family, including domestic partners, will benefit from a comprehensive suite of health and well-being programs. Enjoy the advantages of paid time off, an onsite fitness center, acupuncture, physical therapy, wellness coaches, and more.
Our financial benefits are designed to secure your future, offering a 401k with company match, health savings accounts, and flexible spending accounts.
Additionally, you'll enjoy perks like pet insurance, legal planning, education assistance, and exclusive access to our Associate Store. At Acushnet Company, your performance has purpose, and we're here to support you every step of the way.
Ready to Make an Impact?
Join us at Acushnet Company and be part of a team that values excellence and innovation.
1. Tell me about a time you led a customer service team through a major process or technology change (such as implementing a new ERP or CRM system). How did you ensure adoption and maintain service levels during the transition?"
2. Customer service performance often hinges on KPIs and analytics. Can you share an example of how you used data to identify a problem and implement a solution that improved service quality or efficiency?
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.
About Acushnet Company
The Acushnet Holdings Company is an American company that makes golf equipment and clothing. Acushnet is best known for its Titleist golf balls. It also produces clubs such as irons, drivers, putters, other equipment, and apparel and accessories under the brands FootJoy and Pinnacle.
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