Toyota Vacancies – Customer Relations Manager

Job Description:

Toyota Canada Inc. currently has an exciting opportunity for a Manager of Customer Relations to support our Toyota/Lexus team. This is a full-time opportunity and will report to the Customer Services National Manager. This position will have 4 direct reports within CR and indirect reports at an offsite Vendor (Sitel) where our Tier 1, 2, and 3 CR representatives’ work. You will manage the smooth flow of customer cases within the Tier 1, Tier 2, and Tier 3 contact centres. You will liaise with appropriate internal and external parties for case investigation, resolution, and communication of outcome. You will provide management with customer contact information and recommend corrective procedures.

Job Responsibilities:

• Fulfil CR duties as they relate to legal, CAMVAP, Mise en Demeure (Que), Product Incident Reports and product recall/campaign issues
• Attend and participate in a variety of meetings to represent the VOC and provide direction for customer experience and ensure timely training provided to Sitel group for potential customer calls (ie Mtgs: Connected Case, CT stakeholder, SMART, etc)
• Develop, implement and control all activities and procedures pertaining to customer contacts at all levels, liaise daily with Sitel Call Centre on all CR activities
• Liaise with TMC, TMNA, TCCI as required on pertinent cases
• Plan and coordinate ongoing training for all CR Associates
• Ensure SOx compliance of all budget planning processes
• Assess and manage variations in workload volume and staffing levels to achieve CR performance objectives
• Review and authorize TCI goodwill contributions
• Manage both adhoc and monthly reporting of all CR KPI’s for Executives
• Interview, hire and plan orientation/training for new CR Associates
• Manage with Purchasing the contract negotiations with Sitel as needed
• Plan and manage the CR annual budget, quarterly forecast processes
• Ensure SOx compliance for CR team in terms of SAP access (semi-annual review)
• Prepare presentations as requested
• Other duties as requested/required
• Study and assess areas to increase efficiency of the department through process automation
• Recommend systems, equipment, resources and processes within the CR area

Job Requirements:

• Excellent oral and written communication skills (bilingual is an asset)
• Excellent planning and organizational skills
• College/University degree in related discipline
• 5 to 10 years Customer Services experience preferably within the Automotive discipline
• Strong ability to develop strategic partnerships with Dealers, internal and external customers and stakeholders
• Managerial experience and aptitude
• Highly proficient in Microsoft Office Suite, specifically in Microsoft Excel
• Ability to work in a high-pressure environment

Job Details:

Company: Toyota

Vacancy Type:  Full Time

Job Location: Scarborough, ON, CA

Application Deadline: N/A

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