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Senior Consultant, Executive Relations

2 months ago

Atlanta, Georgia, United States Daimler Trucks North America LLC Full time

Position Overview
The role entails overseeing all client communications on behalf of the Business Operations Manager, Executive Leadership, Legal, Engineering Services, and various internal departments. This position is accountable for managing and effectively allocating a budget exceeding $2 million for intricate case resolutions. The individual must possess the ability to negotiate, allocate, and oversee a post-warranty budget. A comprehensive understanding of legal ramifications and financial repercussions for Daimler Trucks is essential. The candidate should demonstrate innovative problem-solving skills and thorough investigative abilities to create tailored financial and personalized experiences. An aptitude for conveying challenging final resolution messages is crucial. The goal is to foster customer loyalty, elevate the dealer's status, and utilize relationships to achieve financially responsible outcomes that safeguard both dealer and corporate interests.

Key Responsibilities:

  1. Negotiate post-warranty settlements and sales incentives for clients, with potential amounts reaching up to $6,000 per case, managing approximately 821 cases annually. Comprehensive knowledge of post-warranty assistance and goodwill processes is required, including successful financial negotiations with dealer representatives, internal departments, field personnel, and clients. The ability to articulate the significance of customer retention to various internal and external stakeholders is vital for building trust and loyalty, driving business to dealerships, and enhancing the dealer's reputation.
  2. Empowered to address escalated issues on behalf of all relevant entities. Apply sound financial management principles to all escalated customer concerns. Escalations may arise from any area of the organization and through various communication channels. Mastery in financial negotiation, product knowledge, service issues, recalls, sales, warranty, legal matters, public relations, technical and engineering challenges, warranty claims, marketing, and special projects is essential. Additional categories may be added as technology and communication methods evolve.
  3. Support the Emission Modification Campaign with a target completion rate of 85%. Facilitate the project at authorized dealerships, which includes understanding updates for all vehicles, extended warranties, parts availability, repair timelines, and implications of Class Action lawsuits. Act as a liaison among various departments including Customer Assistance Center, Dealerships, Warranty Services, Sales, Aftersales, Engineering, and Legal.
  4. Engage in the initial assessment of Lemon Law Buyback cases in collaboration with dealers and field personnel. Utilize goodwill resources to prevent further escalation of cases. Conduct thorough research on escalated cases to determine the necessity of involving dealerships or field representatives, including investigating customer and vehicle details and coordinating outreach to relevant departments.
  5. Collaborate with Legal and Engineering Services to perform detailed research on customer Product Liability claims, including bodily, personal, and property damage. Provide final determinations on behalf of the company to mitigate potential litigation and protect corporate interests.
  6. Proactively submit templates containing trending technical topics related to launch model vehicles to alert various departments of potential issues.
  7. Work with different areas of the organization to become a Subject Matter Expert (SME) in specific categories. Educate teams and stakeholders on current trends in products and services.
  8. As an SME, deliver updates through both formal and informal communication channels.
  9. Maintain accurate documentation and updates of customer and vehicle information in internal data systems.
  10. Ensure comprehensive documentation of customer interactions, making corrections and updates as necessary.
  11. Possess a thorough understanding of the Closed Loop Process, which includes timely follow-up on all cases to achieve successful resolutions, and the ability to communicate and negotiate effectively with both internal and external groups. Provide mentorship and support for new Executive Referral Managers.
Overall Deliverables:
This description is not intended to be an exhaustive list of responsibilities or requirements. Employees may be expected to perform additional job-related duties to help the department achieve its objectives.

Qualifications
Education
A Bachelor's Degree from an accredited institution with a focus on:
- Business Administration
- Business Management
Knowledge (essential for proficient performance in this role)
Minimum of 2-4 years of experience in the following areas:
- Administration: General understanding of administrative processes, project development, and system procedures.
- Business - General: Familiarity with fundamental business practices and concepts that influence organizational success and profitability.
- Business Management: Knowledge of business and management principles related to strategic planning, resource allocation, leadership techniques, human resource management, and efficiency methods.
Requirements & Conditions
- Flexibility in work hours and schedule is essential.
- Domestic travel may be required.
- Availability to work weekends and holidays as needed.

EEO Statement
Daimler Trucks North America LLC is dedicated to creating an inclusive environment that values and leverages the diversity of our workforce. We provide equal employment opportunities to all qualified applicants and employees, regardless of race, color, ethnicity, gender, age, national origin, religion, marital status, veteran status, physical or other disability, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local law.