Customer Service Process Senior Specialist

6 days ago

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

We are seeking a highly skilled Customer Service Process Senior Specialist to join our team at Jaguar Land Rover. As a key member of our organization, you will play a critical role in driving customer satisfaction and improving service department processes.

Key Responsibilities:
  • Analyze customer service KPI data to identify areas for improvement and develop action plans to enhance customer satisfaction.
  • Conduct retailer visits to validate performance analysis and implement improvement initiatives.
  • 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.
  • Review data on customer satisfaction and make recommendations for improvements to the customer experience.
  • Support the launch of critical customer service initiatives and provide ongoing support to assigned stores.
  • Act as an ambassador for the Jaguar and Land Rover brands, role-modeling the JLR Customer First Behaviors in all aspects of the role.
  • Collaborate with other JLR 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, with 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, with 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 and discounted vehicle car program.
  • Quarterly chair massages and maternity/paternity leave.
  • Complimentary lunch and more.

We are an equal employment opportunity employer and welcome applications from diverse candidates. If you are passionate about delivering exceptional customer experiences and driving business growth, we encourage you to apply for this exciting opportunity.

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