POSITION: Customer Service Process Senior Specialist LOCATION: Mahwah, NJRECRUITMENT RANGE: $95,000-$119,000Reporting to the Customer Service Process Manager, the Customer Service Process Senior Specialist provides expert, hands-on support to individual Retailers to address performance gaps identified through Customer Service KPIs. The role executes defined business briefs focused on improving Retailer customer service processes, including customer satisfaction, workshop efficiency, and customer-facing service operations, while enabling new ways of working to support ongoing change.
The Customer Service Process Senior Specialist also collaborates closely with UK colleagues to support the development and delivery of customer service initiatives, contributing both to upstream project development and effective execution across the Retailer network.
The position requires frequent domestic travel (up to 70%) to support Retailers across the network.
What you will be doing:- Analyze customer service KPIs and other data sources to assess retailer service performance and identify improvement opportunities.
- Conduct on-site retailer visits to validate performance findings and develop, implement, and monitor action plans.
- Establish structured follow-up processes to ensure sustained retailer engagement and execution of agreed improvements.
- Document all retailer visits, findings, and action plans using JLR systems to ensure transparency and alignment.
- Partner with retailer leadership to build a customer-focused culture that increases loyalty, advocacy, and revenue.
- Identify, implement, and support customer experience processes that improve satisfaction and drive business results.
- Lead and support the rollout of key customer service initiatives across assigned retailers.
- Review and manage Mechanical Goodwill requests in collaboration with Retailers and the Customer Relations Center, balancing customer and business interests.
- Drive continuous improvement by coaching retailer managers, sharing best practices, and applying root-cause problem-solving techniques.
- Collaborate with regional field teams and cross-functional partners while acting as a brand ambassador for Jaguar and Land Rover.
- Domestic travel up to 70%
What you will need:- Bachelor's or AAS Degree in Business or relevant discipline or equivalent working experience
- Minimum of 7 years' experience in customer service and/or sales support role, and ideally 3 years of direct dealer contact.
- Proven track record of successfully implementing customer service processes at Retailer level
- Strong understanding of retail automotive service and parts operations - actual working experience at retail a plus.
- Field experience a plus.
- Working knowledge of Retailer DMS systems a plus
- Retailer Technician background a plus
- Strong working knowledge of Microsoft Office
- Strong communication skills (written and verbal)
- Ability to work in a highly functional established team as well as independently with applied initiative
- Excellent interpersonal and relationship skills including leading and motivating teams, and the ability to coach, guide, and drive change
Schedule: Hybrid Ways of Working (Monday, Tuesday, Thursday - office days; Wednesday and Friday - choice days)
Base pay offered may vary depending on multiple individualized components, including location, skills, experience, and market factors. The total compensation package for this position may also include other elements, including a target bonus in addition to a full range of medical/health, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick/personal, and parental leave). Details of participation in these benefit plans will be provided if an employee receives an offer of employment. If hired, employees will be in an "at-will position".
