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 multitasking and time-management abilities with a proactive, action-oriented approach.
• Excellent written and verbal communication skills; display professional telephone etiquette and a positive, customer-focused attitude.
• Effective presentation skills.
• Resourceful, innovative, and comfortable "figuring it out" when faced with challenges.
• Demonstrates mature judgment and reliable decision-making skills.

Educational and other requirements:

• 2-4 years prior Customer Service Experience
• High School diploma or general education degree (GED) required. College equivalent a plus. Pick-up truck industry product knowledge, a plus.
• Proficient in Microsoft Office and related software packages.
• AS 400, JD Edwards experience helpful but not necessary.
• Basic computer skills are required.
• Able to accurately type 45 words per minute.

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