Executive CR & Services 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.

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 commun...