• Job Description

  Req#: 10245863

  Overview

  Who we are

  Collaborative. Respectful. A place to dream and do. These are just a few words that describe what life is like at Toyota. As one of the world’s most admired brands, Toyota is growing and leading the future of mobility through innovative, high-quality solutions designed to enhance lives and delight those we serve. We’re looking for diverse, talented team members who want to Dream. Do. Grow. with us.

  To save time applying, Toyota does not offer sponsorship of job applicants for employment-based visas or any other work authorization for this position at this time.

  Who we’re looking for

  Toyota’s Customer Operations Department is looking for a passionate and highly motivated Customer First Field Analyst.
  

  The primary responsibility of this role is to communicate and administer Toyota customer retention and customer relations policies, procedures, and philosophies for both sales and service with Toyota dealers to maximize customer satisfaction and retention.

  What you’ll be doing

  • Become the Subject Matter Expert on all retention operations tools, metrics, and best practices
  • Communicate & provide training to region staff on retention topics including Toyota Loyalty & Engagement (TLE), Loyalty Engagement Opportunity (LEO), Customer Surveys (CXi), and other relevant subjects
  • Scheduling retention summit meetings with dealer Service Managers and Customer Relations Managers.
  • Counsel dealers on TLE metrics, CXi metrics, Retention Scores, and Service/Sales Complaint Ratio as well as counsel on BDC process, effectiveness, and performance.
  • Collaborate with HQ regularly to determine updates/enhancements to any retention tools as well as provide dealer feedback and requests for improvement.
  • Analyze and review positive and negative retention trends with dealers.
  • Training dealers on Guest Experience Platform (GEP), Customer First Processes, and Repair Order Documentation.
  • Responsible for communicating GEP Open Cases to the field and to the dealerships.
  • Represent Toyota in Small Claims Court hearings and attorney general cases within our region.
  • Manage arbitration cases and represent Toyota in arbitration hearings.
  • Overall assistance to the field travelers on Retention/Customer First topics. This can include, but is not limited to, retention KPIs, GEP Cases, BEC Requests, and overall departmental support.
  • Assist Customer First Administrator in managing BEC cases by training and consulting with dealership Customer Relations Managers on the process and procedures of closing open cases.
  • Proactively recommending specific BEC case handling improvement suggestions.
  • Conduct regular in-dealer RO analysis training for documentation to support dealers.
  • Support and assist the Dispute Resolution team with Lemon Law cases as needed

  What you bring

  • Bachelor’s Degree or equivalent professional work experience in the automotive field
  • Experience in a Field Traveler position contacting dealers. Varied automotive experience at either TMMA or the Regional/Area office
  • Strong leadership, communication, and managerial skills
  • The ability to visit/travel to dealerships at least 30%-50% of the time
  • This position requires driving. A motor vehicle record that’s acceptable by company standards is required for this position

  Added bonus if you have

  • Automotive Call Center experience or equivalent retail experience in the Automotive Customer Services Industry would be preferred
  • Knowledge of California Lemon Law and repair order documentation

  What we’ll bring

  During your interview process, our team can fill you in on all the details of our industry-leading benefits and career development opportunities. A few highlights include:

  • A work environment built on teamwork, flexibility, and respect
  • Professional growth and development programs to help advance your career, as well as tuition reimbursement
  • Vehicle purchase & lease programs
  • Comprehensive health care and wellness plans for your entire family
  • Flextime and virtual work options (if applicable)
  • Toyota 401(k) Savings Plan featuring a company match, as well as an annual retirement contribution from Toyota regardless of whether you contribute
  • Paid holidays and paid time off
  • Referral services related to prenatal services, adoption, childcare, schools, and more
  • Tax Advantaged Accounts (Health Savings Account, Health Care FSA, Dependent Care FSA)

  The expected base pay range for this position is $80,100 - $130,100 per year.

  The annual base salary range for this position is

  $80,100.00 - $130,100.00

  Belonging at Toyota

  Our success begins and ends with our people. We embrace diverse perspectives and value unique human experiences. Respect for all is our North Star. Toyota is proud to have 10+ different Business Partnering Groups across 100 different North American chapter locations that support team members’ efforts to dream, do and grow without questioning that they belong. As a company that has been one of DiversityInc’s Top 50 Companies for Diversity and a member of The Billion Dollar Roundtable supporting minority and woman-owned suppliers for over 10 years, we are proud to be an equal opportunity employer that celebrates the diversity of the communities where we live and do business.

  Applicants for our positions are considered without regard to race, ethnicity, national origin, sex, sexual orientation, gender identity or expression, age, disability, religion, military or veteran status, or any other characteristics protected by law.

  Have a question or need assistance with your application? Please send an email to talent.acquisition@toyota.com .

• About the company

  3118381 Toyota Motor Sales, USA, Inc. is the North American Toyota sales, marketing, and distribution subsidiary devoted to the United States market.

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