Customer Service and Warranty Manager

OVERALL RESPONSIBILITIES:

The Corporate Customer Service & Warranty Manager will oversee all customer service and warranty functions across LEER Group's brands and channels, ensuring a world-class consumer experience from product delivery through post-sale support.

This role combines strategic leadership with hands-on operational engagement - working daily and interactively with customer service and warranty team members across the company to guide problem-solving, improve processes, and ensure alignment on service standards and goals.

Leveraging tools such as Salesforce 360 and ERP systems, this individual will drive data-driven improvements in satisfaction, cost efficiency, and responsiveness, while fostering a collaborative, performance-driven culture.

The manager will serve as a strong advocate for LEER customers-both consumers and dealers-while continuously developing talent and improving the end-to-end customer experience.

KEY RESPONSIBILITIES:

1.

Strategic Leadership


* Develop and execute a unified corporate strategy for customer service and warranty operations aligned with LEER's mission and business goals.


* Partner with Sales, Marketing, Quality, Engineering, and Manufacturing to ensure customer experience excellence across the entire product lifecycle.


* Lead change initiatives to streamline processes, improve data visibility, and enhance service efficiency.


* Engage directly and regularly with regional and plant-level teams to ensure strategy translates into daily operational execution.

2.

Customer Service Management


* Direct day-to-day customer service operations, ensuring timely, accurate, and empathetic responses to all consumer and dealer inquiries.


* Collaborate interactively with customer service representatives and supervisors across all business units to address escalations, share best practices, and reinforce service consistency.


* Establish and track KPIs such as response time, resolution rate, customer satisfaction, and cost per case.


* Implement scalable systems and training programs to elevate team performance and consistency across channels.


* Oversee call center performance, order entry accuracy, and complaint management with measurable month-over-month improvement.

3.

Warranty Operations


* Lead warranty management strategy, including claims processing, analysis, root cause resolution, and trend reporting.


* Collaborate daily with warranty coordinators and claims teams across brands to ensure efficient handling and timely resolution of cases.


* Utilize Salesforce 360 to optimize claim handling, track analytics, and automate reporting.


* Drive cost reduction through preventive quality improvements and supplier recovery programs.


* Partner with Product and Quality teams to address recurring issues and reduce claim volume.

4.

Customer Advocacy & Escalation


* Serve as the "voice of the customer," ensuring consumer feedback informs product an...