Assistant Customer Solutions Manager

Basic Purpose and Scope of Position

Assists the Customer Solution Manager in the day-to-day management of representatives, coordinating all customer relation issues company-wide and determining the best course of resolution that maximizes customer loyalty and retention.

• Manage day-to-day tasks of incoming call center operations and representatives.
• Implement and adhere to call center policies and procedures.
• Manage and monitor quotas for service volume and timelines.
• Provide timely and accurate voice, email, and written correspondence to internal and external customers for the specific purpose of customer satisfaction and retention.
• Assist manager with company-wide Customer Contact Database to assure customer concerns and comments are effectively identified, assessed, negotiated, and appropriate action taken.
• Oversee Kubota’s Customer Loyalty Connection (Customer Survey Process), interpret and report results and trends to upper management.
• Assist Legal Department with documentation and advice when dealing with customer concerns.
• Thrive as a team player in a fast-paced, high-energy, change‑oriented environment.
• Lead training requirement for call center.
• Actively participate in scheduling and confirming work activities.
• Deliver a Customer Support Experience based on the pillar of KUBOTA Service.
• Additional duties as assigned by management.

• Bachelor’s degree in a business-related field required.
• At least 5 years of call center experience.
• Experience managing operations with greater than five staff members preferred.
• Capability to coach and motivate direct reports preferred.
• Good customer relation skills, including ability to manage difficult customer situations.
• Effective project management skills.
• Ability to respond well under pressure.
• Good judgment/problem solving skills.
• Excellent oral and written communication skills, including the ability to present information effectively to all levels of the organization.
• Strong leadership qualities, with a good mix in delegating and controlling.
• Strategically minded, well organized, and disciplined with ability to multi-task.
• Must be able to meet deadlines and handle a high-volume workload in a fast‑paced environment and with strong attention to detail.
• Tested problem solver and solid corporate communicator.

Kubota is an equal‑opportunity, at‑will employer and does not discriminate against any employee or applicant for employment because of age, race, religion, color, disability, sex, sexual orientation, or national origin.