Executive CR & Services Coordinator

IT CONNECTS: PEOPLE, VISIONS, OPPORTUNITIES.

SHARE YOUR PASSION.

Networks are not purely a question of IT. Networks are first and foremost a human factor. Only through a close exchange do we get an understanding of how IT can help to cast complex requirements into systems that make the difference. Mutual support in the team is crucial to provide processes and functions that really help internal users. 

As an independent group of companies, the BMW Group has a commitment to creativity and breakthrough ideas that goes well beyond the racetrack. In order to continuously create ultimate driving machines, we drive our growth and design excellence by staffing our teams with individuals who are innovative and always looking for the next great idea. If you share our vision and view yourself as an independent, creative thinker, we invite you to join our team in this exceptional role located in Woodcliff Lake, NJ. 

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.

WHAT AWAITS YOU.

• 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.  (Approximately 4,500 executive cases per year.)
• Sources include but are not limited to: Executive E-mails, attorney demand letters, inbound letters and emails, calls to Corporate switchboard, BBB State & BBB AUTO LINE complaints, recall and defect notifications, and escalated cases from Ohio Call Center.
• Additional as needed:
  • 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. 
     

WHAT YOU SHOULD BRING.

• 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 YOU CAN LOOK FORWARD TO.

• 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

Relocation assistance is not available for this position.

In support of BMW Group’s business objectives, this position requires regular onsite attendance at a BMW office/facility with remote work capability (hybrid).

The expected salary range for this position is $46,500.00 - $76,700.00.
 

The selected candidate’s education, skills, experience, and location will be used to determine the final salary offer. All pay ranges are based on a full-time work schedule. This statement is in accordance with state and local pay disclosure requirements.

As part of the hiring process, you may be required to successfully pass a background check. A satisfactory completion of a background investigation including verification of education, prior employment, criminal history, credit check history, and pre-employment drug screen to the extent permissible under applicable state law, is a condition of your offer of employment and your continued employment. The results of your background investigation are satisfactory and acceptable in the sole judgement and discretion of BMW Shared Services, LLC.

Even more so than the generous compensation and benefits, the culture and values of BMW of North America makes it the ultimate working environment. These values are Responsibility, Appreciation,
Transparency, Trust, and Openness. We allow these values to guide the way we conduct ourselves and our business.

BMW complies with all applicable U.S. immigration laws and regulations. The Company does not provide employer support or sponsorship for any immigration-related employment benefit for this role.
Applicants must be currently authorized to work in the United States on a full-time basis without the need for employer support or sponsorship now or in the future. This includes having the legal right to work in the United States without the need for BMW support or sponsorship for any immigration-related employment authorization (e.g., H-1B, O-1, E-3, H-1B1, TN, F-1 OPT, F-1 STEM OPT, F-1 CPT, etc.) now or in the future.

If you will require BMW to provide immigration support or sponsorship now or in the future, you should not apply for this position.

BMW in the United States is an equal opportunity employer. It is the policy of BMW Group in the United States to provide equal employment opportunity (EEO) to all qualified persons regardless of age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.