Customer Service Manager
About The Position
The Customer Service 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.
Requirements
- 2-4 years prior Customer Service Experience
- High School diploma or general education degree (GED) required.
- Proficient in Microsoft Office and related software packages.
- Basic computer skills are required.
- Able to accurately type 45 words per minute.
Nice To Haves
- College equivalent a plus.
- Pick-up truck industry product knowledge, a plus.
- AS 400, JD Edwards experience helpful but not necessary.
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.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
