Administrator – Customer First – LEXUS Western Area
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 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
The primary responsibility of this role is to communicate, administer, and document Lexus guest relations, brand retention, vehicle buyback policies, and procedures for both retail sales and service operations. The objective is to impart Lexus values on inquires and positively impact guest satisfaction, retention, and improve dealer operations.
The Customer First Administrator’s responsibilities include but are not limited to:
Analyze customer and attorney vehicle repurchase demands:
This includes compiling all necessary sales and service documentation for a thorough case evaluation and review for Lemon Law compliance Once a decision is made, it shall be communicated to the customer or attorney.
The Administrator will also assist in preparing vehicle funding packages across multiple finance sources.
Interface with Lexus Brand Experience Center, TMS Legal, and other business partners to ensure Lemon Law compliance to mitigate risk.
Manage the timely process of Area buyback vehicle inventory. This includes:
Coordination of return of repurchased vehicles
Ensuring timely repair
Schedule disposal at auction
Process tracking
Develop and support Customer First process Area updates and metrics tracking
Work with TMS Executive Office handling escalated inquiries
Analyze generated case trends to identify improvements in case handling timeframes and specific Dealer retail practices and Service Repair Order documentation requirements.
Process Attorney General and Better Business Bureau inquiry cases
Collaborate with District Managers, District Service & Parts Managers, and Field Technical Specialists
Process National Service History change requests
What you bring
College degree or equivalent professional work experience
Strong communication, organizational, and time management skills
Added Bonus if you have
Working knowledge of Guest Experience Center operations, Guest Experience Platform (Salesforce), Microsoft Word and Excel is preferred
Understanding of California Lemon Law requirements preferred
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
Team Member Vehicle Purchase Discount
Toyota Team Member Lease Vehicle Program (if applicable)
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, child care, schools and more
Flexible spending accounts
Belonging at Toyota
Our success begins and ends with our people. We embrace all 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.
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, need assistance with your application or do you require any special accommodations? Please send an email to talent.acquisition@toyota.com.
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