Customer Service Process Sr. Specialist

 

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