Executive Customer Relations Coordinator

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.

Executive Customer Relations and Services Coordinator

Customer Relations and Services operates as a united and results-driven team. While fully supporting one another, we enthusiastically handle the extreme and unique variety of daily customer inquiries and grievances as well as the accolades from beaming BMW Group enthusiasts who share their driving adventures and excellent sales and service-related experiences. Customer Relations offers an opportunity for advancement within the department.

The Executive Customer Relations Coordinator is an integral role within the department and supports the company’s primary strategy of customer-centricity.  As an essential Coordinator team associate, this role is responsible for completion of key customer case-escalation tasks and projects and ensures that daily customer communications, which come directly from BMW Group’s executive team, are reviewed, entered into the department’s central database, and assigned in an accurate and timely manner to Customer Care Representatives for swift resolution.

Responsibilities Include:

• Review and prioritize daily inbound customer and attorney correspondence.
• Interact with Chairman’s office as needed to ascertain all pertinent information relative to the inbound correspondence.
• Enter data from incoming correspondence into the Customer Relations Management database system (Salesforce) to create online service requests with a high degree of accuracy for assignment to Representatives.
• Verify, review, and edit database information and maintain confidentiality regarding data contents.
• Provide case status updates to Department Head and BMW AG, as requested.
• Apprise department’s Regional Team Managers of daily workflow volume.
• Interact with the BMW Call Center regarding case assignment escalations.
• Fulfill requests from BMW’s Legal team for case documentation.
• Assist Representatives with customer-related database inquiries.
• Provide new team members with guidance and instruction on case management operating systems.
• Support department with various projects and administrative tasks.
• Process incoming/outgoing mail and packages, photocopying and scanning.

 

Qualifications and Experience

• 2 years of clerical or administrative experience in an office environment.
• High school diploma or equivalent. Associate’s Degree or Bachelor’s Degree a plus.
• Keyboarding speed of 45 wpm (minimum).
• MS Office Suite proficiency.
• Strong written communication skills--adept in grammar, spelling, and punctuation.

Preferences

• Associate’s Degree or Bachelor’s Degree.
• Proficiency in Salesforce and/or comparable CRM systems a plus.
• Thorough and accurate work habits and organizational skills; you pay attention to the details.
• Self-motivated with the ability to prioritize and work efficiently in a fast-paced environment.
• A strong drive to accurately complete tasks.
• First-rate interpersonal skills and a positive work attitude.
• The motivation to learn in a friendly team environment.

 

BMW NA is an EEO employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.