OCONTO, Wis. - In line with Cruisers Yachts' and Rampage Sport Fishing Yachts' aggressive growth strategies, KCS International, the parent company of the two yacht builders, has restructured its customer service and warranty departments, KCS reported in a recent release.
The two departments will each feature a centralized call center that will service both yacht companies and its Oconto, Wis., and Wilmington, N.C., manufacturing facilities. As a result, Cruisers Yachts and Rampage dealers and yacht owners will experience a more immediate response and fulfillment of requests for information or parts.
Prior to the reorganization, incoming phone calls were directed to the individual departments at each product's facility of origin.
"This new system streamlines inquiries regardless of where the yacht was built," said Jim Viestenz, president of KCS International. "Before the restructure, if the Cruisers Yacht was built in Wilmington, the call was directed to the specific department at that location. This was confusing to our external network. Now, the calls will go to one area and filtered from there."
The announcement coincides with new positions for Ken Hayes, John Ferfecki and Melissa Thomas at the company.
Hayes has been promoted from customer service manager for Cruisers Yachts to director of customer service for both Cruisers Yachts and Rampage. He will be responsible for legal issues, customer and dealer relations and day-to-day operations.
Ferfecki has been promoted from service manager for Cruisers Yachts to service manager for yacht companies. He will continue to manage service technical calls and dealer warranty issues with the additional responsibilities of overseeing the daily operations for both Cruisers Yachts and Rampage and warranty procedures at both facilities.
As customer service coordinator for both yacht companies, Thomas' has been responsible for warranty and service at both facilities. Her new position of customer service manager will oversee the daily operations at the Wilmington facility's customer service, parts and shipping and warranty departments.
"Both Cruisers Yachts and Rampage are continuing to rapidly introduce new models and even enter new yacht categories,” said Viestenz. “To continue to excel in customer service as both companies grow, we felt it was necessary for us to fine-tune our internal operations."
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