Customer Service-Hourly

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#LI-DNI

Position: Customer Service Representative
Job Classification: Office, Hourly

Reports To: Regional or Local Manager, Customer Service
Location: LEER Group – Site Specific

Date: April 11, 2023

About LEER Group, LLC. http://www.leer.com/

COMPANY BACKGROUND:

LEER GROUP is North America’s largest manufacturer and supplier of fiberglass and aluminum truck caps and tonneaus for residential and commercial applications. The group is comprised of eight companies: LEER, Snugtop, Bedslide, Pace Edwards, Century, Raider, and StateWide Windows. Together, these companies have manufacturing plants in Pennsylvania, Indiana, Washington, and Oregon, and sell through more than 1,300 independent dealers to individuals, small businesses, exporters, new car and truck dealerships, and fleet operators.


Founded in the late 1960s, LEER is the most widely recognized brand name in the truck cap industry and the number-one selling brand of pickup truck caps and tonneau covers in the country. LEER truck caps are custom-manufactured in Indiana, and Pennsylvania and delivered to more than 800 independent LEER retailers. The industry leader in innovation, quality and customer service, LEER offers the industry’s most complete selection of truck caps for consumer and commercial use, fiberglass tonneaus, retractable tonneau covers, and a soft roll-up cover.


With its wide range of products, dozens of standard and optional features, and its partnerships with racking and storage solutions companies such as Thule, LEER offers products that appeal to a large and diverse customer base. Customized ordering ensures LEER can create a truck cap or tonneau for urban or rural use that appeals to families, hunters and fishermen, cyclists and boating enthusiasts or anyone who needs a stylish, well-built cargo solution. For its commercial and fleet customers, LEER offers truck caps customized with dozens of trade-related options and storage systems.


A subsidiary of J.B. Poindexter, a privately held diversified manufacturing company, LEER Group offers a vast variety of career opportunities, internally as well as within the J.B. Poindexter family of companies. We offer competitive salaries and progressive benefits including health, dental, vision, life insurance, disability plans, 401K, paid time off, tuition reimbursement and more. We pride ourselves in team member development, performance, recognition, and a culture of diversity and respect. Whether you are taking the next step of your career or just beginning, joining LEER Group’s winning team means being part of a great home away from home. You will be challenged. You will be proud.


Overall Responsibilities:

The Customer Service Representative (CSR) fields calls from customers to process orders and works to resolve issues they raise concerning orders, shipments, or billing.  A successful CSR must understand the TAG business, so they can resolve various types of customer issues. Customer Service Representatives must show empathy or sensitivity to the customer regarding the issue at hand.


RESPONSIBILITIES:

Answers the telephone within the 2nd ring, no more than three.

Completes secondary work assignments while consistently being interrupted with the primary work assignment of answering the phones.

Assists the caller in a timely manner without rerouting the call to someone else.

Will always follow-up with special customer service situations and requests.

Traces shipments for caller, in a timely manner, and takes the EXTRA STEP to advise the Customer of delivery date/time, thus ensuring a happy customer.

Informs customers of existing price quotes, shipping date, anticipated delays, and additional information needed by customer.
Routes order to appropriate department for filling and follows up on orders to ensure delivery by specified dates.

Attempts to sell additional merchandise to customers.
Self-starter with a hands-on approach and the ability to work independently.

Submit detailed orders to appropriate personnel with clear and concise information.

Quote products and prices under existing company guidelines with the help of Sales Manager and/or Controller. Follow-up on all open quotations to secure orders and close sales.

Acts as a knowledgeable resource for all Leer customers and has the ability to work unaided.

Assists in possible needed administrative duties, related to the customer base.

Keep thorough notes and records of each conversation with customers, sales personnel, and internal contacts to ensure a valid paper trail is kept.

Personal skills including professional appearance and time management.

Other duties as assigned or needed.


Characteristics and skills:

Work well within a t