Customer Service Process Senior Specialist

2 weeks ago

Mahwah, New Jersey, United States Jaguar Land Rover Full time
Job Title: Senior Specialist in Customer Service Process

We are seeking a highly skilled Senior Specialist in Customer Service Process to join our team at Jaguar Land Rover. As a key member of our customer service team, you will be responsible for analyzing customer service KPI data, conducting retailer visits, and developing action plans to improve customer satisfaction and revenue.

Key Responsibilities:
  • Analyze customer service KPI data to identify areas for improvement and develop action plans to address these issues.
  • Conduct retailer visits to validate performance analysis and develop and implement action plans for improvement.
  • Develop and implement a scheduled follow-up process with retailers to ensure continued engagement and adherence to agreed action plans.
  • Document all visits and action plans using JLR tools to ensure transparency of the process within the retailer and JLR teams.
  • Work with retailer management to develop a customer-focused culture that delivers high levels of customer loyalty and advocacy.
  • Identify and create customer experience processes within retailers that drive customer satisfaction and increase revenue.
  • Work with retailers to review data on customer satisfaction and make improvements to the customer experience.
  • Develop and support the launch of critical customer service initiatives.
  • Support retailer managers to identify improvement opportunities for customer experience processes by sharing best practice ideas and providing coaching using improvement techniques.
  • Provide ongoing support to assigned stores.
  • Work with field teams to provide consultation and schedule visits to support various projects and initiatives.
  • Act as an ambassador for the Jaguar and Land Rover brands, role-modeling the JLR Customer First Behaviors in all aspects of the role.
  • Work with other JLR regional managers and central teams to deliver a 'joined-up' approach to retailers and optimize the performance of the territory.
Requirements:
  • Bachelor's or AAS degree in business or relevant discipline or equivalent working experience.
  • Minimum of 7 years' experience in a customer service and/or sales support role, and ideally 3 years of direct dealer contact.
  • Proven track record of successfully implementing customer service processes at retailer level.
  • Strong understanding of retail automotive service and parts operations - actual working experience at retail a plus.
  • Working knowledge of retailer DMS systems a plus.
  • Retailer technician background a plus.
  • Strong working knowledge of Microsoft Office.
  • Strong communication skills, both written and verbal.
  • Ability to work in a team and independently with applied initiative.
  • Excellent interpersonal and relationship skills, including leading and motivating teams, and the ability to coach, guide, and drive change.
What We Offer:
  • A competitive salary range of $92,000 - $115,000.
  • A comprehensive benefits package, including medical/health, financial, and paid time off benefits.
  • A generous time off policy, including vacation, sick/personal, and parental leave.
  • A discounted vehicle car program.
  • Quarterly chair massages.
  • Maternity/paternity leave.
  • Complimentary lunch.

We are an equal opportunities employer and welcome applications from all qualified candidates. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the role. We are passionate about our people and committed to fostering a diverse, inclusive culture that is representative of our global customers and the society in which we live.

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