Job Description
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 and service improvements.
- Personally manage escalated customer and dealer cases requiring cross-functional coordination or executive visibility.
- Represent LEER Group at key customer meetings, trade shows, and dealer visits.
5. Team Development - Lead, coach, and mentor a cross-functional team of customer service and warranty professionals.
- Engage closely with team members through daily collaboration, coaching sessions, and cross-departmental problem-solving.
- Establish a culture of accountability, empowerment, and continuous improvement.
- Define clear objectives, review performance regularly, and foster skill development.
6. Continuous Improvement & Analytics - Use advanced analytics to identify trends, measure performance, and inform decision-making.
- Develop dashboards and reports highlighting warranty costs, customer satisfaction, and operational performance.
- Implement Lean and Six Sigma methodologies to eliminate waste and improve efficiency.
7. Travel - Travel up to 40% to plants, dealers, and customers across the U.S. to support business initiatives and relationship management.
QUALIFICATIONS: • Bachelor's degree in business administration, Engineering, Supply Chain Management, or related field (MBA preferred).
• 8-10 years of progressive leadership in
customer service and warranty operations within manufacturing or automotive sectors.
• Proven experience with
Salesforce 360 (Service Cloud, Sales Cloud, etc.) and ERP systems.
• Demonstrated success managing both
B2C and B2B service and warranty channels.
• Experience leading teams, implementing process improvements, and driving KPIs.
Skills & Competencies: Leadership & Communication - Strong written and verbal communication skills; proven ability to engage across all organizational levels.
- Skilled at building cross-functional relationships and influencing outcomes without authority.
Analytical & Technical - Proficient in data analysis, dashboard creation, and trend identification.
- Experience applying Lean, Six Sigma, or similar continuous improvement frameworks.
Customer-Centric Mindset - Deep understanding of customer needs, escalation management, and service excellence.
- Ability to advocate for customer experience while balancing business goals.
Decision Making & Accountability - Demonstrates ownership and sound judgment in fast-paced, dynamic environments.
Code of Ethics & Safety: All team members must uphold LEER Group's exacting standards of ethics and safety. This includes adhering to company policies, promoting a respectful work environment, and never overlooking unsafe acts or conditions.
Physical Requirements: - Ability to work in an office and manufacturing environment.
- Occasional standing, walking, lifting (up to 25 lbs.), and travel required.
Required Education: Bachelor's Degree
Travel Percentage: 20.0
Travel Required: Yes
Virtual Job: false
Job Tags
Permanent employment, Work at office,