OVERALL RESPONSIBILITIES: The 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.
