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 multit...