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Customer Service Process Senior Specialist

1 month ago

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

Job Summary:

This role is responsible for analyzing customer service KPI data, conducting retailer visits, and developing action plans to improve customer satisfaction and revenue. The successful candidate will work closely with retailer management to develop a customer-focused culture and identify opportunities for process improvement.

Key Responsibilities:

* Analyze customer service KPI data to understand retailer performance and identify areas for improvement
* Conduct retailer visits to validate performance analysis and develop action plans
* 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 and identify opportunities for process improvement

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

What We Offer:

* Competitive salary range: $92,000 - $115,000
* Hybrid ways of working (Monday, Tuesday, Thursday - office days; Wednesday and Friday - choice days)
* Comprehensive benefits package, including medical/health, financial, and paid time off benefits

About Us:

Jaguar Land Rover is a people-first company that values opportunity, teamwork, and growth. We offer a global bonus program based on company performance, a generous time off policy, and a discounted vehicle car program. Our employees receive a host of benefits and invest in their talent through award-winning training. We are committed to fostering a diverse, inclusive culture that is representative of our global customers and the society in which we live; a culture in which every one of our employees can bring their authentic self to work and reach their full potential.

Equal Employment Opportunity:

JLR North America, LLC provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, genetic information, or any other characteristic protected by law. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, compensation, and training.