POSITION:  Customer Service Process Senior Specialist

LOCATION: Mahwah, NJ

Live the Exceptional With Soul. This is the singular purpose of JLR.

At the core of these experiences are the products themselves. The JLR brands have undergone a dramatic transformation over the past years.

JLR is reimagining the future of modern luxury by design through our distinct British brands. Our purpose is to ‘Live the Exceptional with Soul’ by being the proud creators of modern luxury and being guided by a set of behaviors we call our Creators’ Code: Customer Love; Unity; Integrity; Growth; Impact.

At JLR, we are passionate about our people. They are at the heart of our business. 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.

Reporting to the Director of CE & Commercial Revenue, the successful candidate will respond to briefs that are centered around improving Customer Service processes within a Retailer that drives performance, such as driving Customer Satisfaction and improving workshop and customer facing service department processes. This includes navigating new ways of working and the ability for Retailers to adapt and change to an ever-evolving industry.

What you will be doing:

• Analyze various Customer Service KPI data sources to understand and deep-dive retailer performance in all areas of the Service department
• Conduct Retailer visits to validate performance analysis developing and implementing action plans for improvement
• Develop and implement a scheduled follow up process with the Retailer to ensure continued engagement and adherence to agreed action plans, including additional follow up visits
• 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 actively develop a customer-focused culture, which delivers high levels of customer loyalty and advocacy
• Identify and create Customer Experience processes within a Retailer that drive Customer Satisfaction and increase revenue
• Works with Retailers to review data on customer satisfaction relating to making improvements to the customer experience
• Develop and support the launch of critical Customer Service initiatives
• Supports Retailer managers to identify improvement opportunities for customer experience processes by sharing best practice ideas and providing coaching using improvement techniques (e.g. root causing)
• Provide on-going support to assigned stores
• Work with Field Teams to provide consult and schedule visits to support various projects and initiatives
• Acts as an ambassador for the Jaguar and Land Rover brands; role model the JLR Customer First Behaviors in all aspects of the role
• Works with other JLR Regional Managers (e.g. Regional Performance Managers and Customer Service Market Managers) and central teams (e.g. Local Technical Support) to deliver a ‘joined up’ approach to Retailers and optimize the performance of the territory
• Perform other duties as required

What you will need:

• 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

Schedule: Hybrid Ways of Working (Monday, Tuesday, Thursday - office days; Wednesday and Friday - choice days)

Recruitment Salary Range: $92,000 - $115,000

Base pay offered may vary depending on multiple individualized components, including location, skills, experience, and market factors. The total compensation package for this position may also include other elements, including a target bonus in addition to a full range of medical/health, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick/personal, and parental leave). Details of participation in these benefit plans will be provided if an employee receives an offer of employment. If hired, employees will be in an “at-will position”.

So Why Us?

• As a people-first company, working at JLR means opportunity, teamwork, and growth. That’s why working here is so much more than a job.
• Be part of an international, inclusive, and open-minded company   Global Bonus Program based on company performance
• You are never just a number. We take pride in taking care of our employees doing everything we can to make sure that our teammates thrive both in and out of the office.
• Our employees receive a generous time off policy   We offer a discounted Vehicle Car Program
• Employees also receive generous health care and retirement plans   Quarterly Chair Massages
• Maternity/Paternity Leave   Complimentary lunch
• And more!

Thank you for your interest in working for us, we love it here and think you will too!

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

JLR North America, LLC provides equal employment opportunities (EEO) 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.

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