Executive Referral Consultant

2 weeks ago

Atlanta, Georgia, United States Daimler AG Full time
About Daimler AG

Daimler AG is a global leader in the automotive industry, dedicated to the sales, marketing, and service of premium vehicles. Our workforce embodies a strong commitment to our corporate principles, reflecting our values in every aspect of our operations. We are seeking exceptional individuals to contribute to our mission and uphold our standards of excellence.

Position Overview

This role is pivotal in managing all customer interactions on behalf of the Executive Management, Legal, Engineering Services, and various internal departments. The position entails overseeing a substantial budget exceeding $2 million for complex case resolutions, alongside the capability to negotiate and manage post-warranty financial allocations. A comprehensive understanding of legal ramifications and financial obligations associated with our products is essential. The role demands innovative problem-solving skills and thorough research to craft tailored financial solutions and enhance customer experiences. The ability to convey challenging final resolutions effectively is crucial. Our focus is on fostering customer loyalty while ensuring that dealers are positioned as champions, leveraging relationships for outcomes that are financially sound and beneficial for both the dealer and the organization.

Key Responsibilities:

  • Negotiate post-warranty settlements and sales incentives for customers, with amounts reaching up to $6,000 per case, managing approximately 821 cases annually. Comprehensive knowledge of post-warranty assistance and goodwill processes is required.
  • Empowered to address escalated issues on behalf of various stakeholders, applying effective financial management to customer concerns that arise from all areas of the organization.
  • Support the Emission Modification Campaign with a target completion rate of 85%, facilitating the project at authorized service centers.
  • Engage in the initial assessment of Lemon Law Buyback cases, collaborating with dealers and field personnel to mitigate further escalations.
  • Work closely with Legal and Engineering Services to conduct detailed investigations into customer Product Liability claims.
  • Proactively submit vehicle information templates to highlight trending technical issues, alerting relevant departments to potential concerns.
  • Collaborate with various divisions to become a Subject Matter Expert in specific categories.
  • Maintain accurate documentation and updates of customer and vehicle information within internal data systems.
  • Ensure thorough documentation of customer interactions, implementing necessary corrections and updates.
  • Possess knowledge of the Closed Loop Process, ensuring timely follow-up on all cases to achieve successful resolutions.

Overall Expectations: This description should not be interpreted as an exhaustive list of responsibilities or requirements. Employees may be required to undertake additional job-related tasks to support departmental objectives.

Qualifications

Education:

Bachelor's Degree from an accredited institution with a focus on:

  • Business Administration
  • Business Management

Experience:

A minimum of 2-4 years of experience in the following areas:

  • Administration: Familiarity with administrative procedures, project development, and system processes.
  • Business Fundamentals: Understanding of essential business practices and concepts that influence organizational success and profitability.
  • Management Principles: Knowledge of strategic planning, resource allocation, leadership techniques, and human resource management.

Requirements:

  • Ability to work flexible hours and schedules.
  • Willingness to travel domestically.
  • Availability to work weekends and holidays as needed.

Commitment to Diversity:

Daimler AG is dedicated to fostering 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, disability, sexual orientation, gender identity or expression, or any other characteristic protected by law.

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