Leer - Customer Experience Manager

Overall Responsibilities:

The Customer Service Representative Manager is responsible for overseeing the customer service representative including but not limited to: for fielding inbound calls from customers to process orders and address concerns related to orders, shipments, or billing. This role requires a strong understanding of LEER Group’s products, processes, and business operations to effectively resolve a wide range of customer issues.

The position must demonstrate empathy, active listening, and professionalism to ensure a positive customer experience. As the first point of escalation for dealer calls and contacts, the Manager provides timely support, guidance, and problem resolution, serving as a key resource for both customers and the CSR team.

Essential Duties & Responsibilities

• Completes secondary work assignments while effectively managing continual interruptions from primary responsibilities such as answering incoming calls.
• Assist callers promptly and professionally, resolving inquiries without rerouting the call whenever possible.
• Follows up on all special customer service situations and requests to ensure full resolution.
• Traces customer shipments in a timely manner and takes the extra step to proactively notify customers of delivery dates and times to ensure satisfaction.
• Provides customers with accurate information on existing price quotes, shipping dates, anticipated delays, and any additional details required.
• Routes orders to the appropriate departments for processing and monitors status to ensure delivery by specified dates.
• Actively attempts to sell additional merchandise to customers when appropriate.
• Demonstrates a self-starter mentality with a hands-on approach and the ability to work independently.
• Submits detailed, accurate orders to the appropriate personnel using clear and concise information.
• Quotes products and prices within existing company guidelines, with support from the Sales Manager and/or Controller. Follows up on all open quotations to secure orders and close sales.
• Serves as a knowledgeable resource for all LEER customers and maintains the ability to work independently without continuous supervision.
• Assists with administrative duties related to supporting the customer base as needed.
• Maintains thorough notes and documentation for every customer interaction, ensuring a detailed and accurate paper trail.
  
  
  

Skills & Competencies

• Demonstrates strong teamwork and the ability to collaborate effectively within a group environment.
• Possesses solid problem-solving abilities and sound judgment.
• Maintains a high level of accuracy with strong attention to detail.
• Exhibits excellent organizational skills with a proven ability to deliver quality service in a fast-paced environment.
• Able to build positive relationships with customers to enhance satisfaction and loyalty.
• Strong multitasking and time-management abilities with a proactive, action-oriented approach.
• Excellent written and verbal communication skills; display professional telephone etiquette and a positive, customer-focused attitude.
• Effective presentation skills.
• Resourceful, innovative, and comfortable “figuring it out” when faced with challenges.
• Demonstrates mature judgment and reliable decision-making skills.
  
  
  

Educational and other requirements:

• 2-4 years prior Customer Service Experience
• High School diploma or general education degree (GED) required. College equivalent a plus. Pick-up truck industry product knowledge, a plus.
• Proficient in Microsoft Office and related software packages.
• AS 400, JD Edwards experience helpful but not necessary.
• Basic computer skills are required.
• Able to accurately type 45 words per minute.
  
  
  

CODE OF ETHICS:

LEER GROUP requires the highest standard of ethics in all business dealings, with customers, suppliers, advisors, employees, and authorities. The Team Member shall actively ensure that his/her own activities and those of all employees within the facility meet this obligation. LEER GROUP’s critical standards and procedures related to expected conduct are detailed on the company website. The Team Member is expected to be familiar with these policies and ensure that they are implemented in all areas of control.

SAFETY:

Safety is paramount at any LEER GROUP operation. The Team Member is expected to be familiar with the company’s safety program and enforce the safety policy always. Never walk past an unsafe act.