Executive CR & Services Coordinator Job at BMW (Woodcliff Lake)

Job Description

The Executive Customer Relations and Services Coordinator is responsible for completion of key customer case-escalation tasks and projects and ensures that all daily customer communications streams are reviewed, acted upon, entered into the department’s central database, and assigned in an accurate and timely manner to Customer Care Representatives for swift resolution.

Job Responsibility

Manage inbound customer correspondence and initiating responses on behalf of Executives
Maintain AG Board Complaint case workflow following Board Customer Care guidelines
Accurately enter data from correspondence into Salesforce to create service requests for resolution
Review and prioritize daily inbound customer and attorney correspondence
Collaborate with BMW Legal team on case information and support the legal discovery process
Verify and edit database information while maintaining data confidentiality
Provide case status updates to management as needed
Coordinate with BMW Call Center on case assignment escalations
Support representatives with customer-related database inquiries
Train new team members on case management systems
Assist with department projects, meetings, and administrative tasks
Handle incoming/outgoing mail, packages, photocopying, and scanning
Manage and assign Customer Relations executive cases to department staff
Apprise Regional Team Managers and CR Management team of customer caseload quantity and any potential concerns
Participate in validation testing on system enhancements/changes ex. Salesforce
Participate in training and remain current on BMW Group products, policies, and services

Requirements

High school or equivalent / bachelor’s or associate degree, preferred
3+ years previous administrative and clerical experience in an office environment
3+ years database management, proficiency in Salesforce and/or comparable CRM system
3+ years customer relations, customer service experience
Strong written communication skills -grammar, spelling, and punctuation
Microsoft Office knowledge
Thorough and accurate work habits and organizational skills
Self-motivated with the ability to prioritize and work efficiently in a fast-paced environment

What we offer

Medical, Dental, and Vision insurance
401(k) with Company match and Retirement Income Account
Employee vehicle program
Bonus eligibility
Paid Parental Leave
Generous PTO and Company paid holidays
Voluntary Benefits to fit your needs

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Executive CR & Services Coordinator

Job Description

Job Responsibility

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