Customer Service & Warranty Manager

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.

#LI-DNI