JOB SCOPE:
The Customer Service Manager is responsible for providing a superior customer experience for all Kenmore external channels and Kenmore customers for both the life cycle of the warranty and of the product as determined by the Director, Customer Experience. This position manages the relationship between external channel partner escalation teams and Kenmore ensuring a "first in class"
brand experience for all levels of Kenmore customers.

JOB SUMMARY:
The Customer Service Manager is responsible for the execution of warranty and escalation resolution related to product/warranty as well as consumer marketplace order inquiries for all Kenmore products. This position is responsible for the investigation of retail/marketplace order tracking/troubleshooting, warranty claims to determine if they are valid, coordinating with internal partners (Home Services, Sears Parts Direct, Kenmore Product Management, Kenmore Engineering) for service and parts-related issues, communicating with external partners such as logistics and channel partners for order shipment tracking; monitoring process and
procedures of the call center, coaching the call center on best practices, assisting regulatory with BBB/Attorney General claims and overall support of the Kenmore brand and its products.

REPORTS TO:
Director, Customer Experience