POSITION:  Consumer Affairs Specialist

LOCATION:  Mahwah, NJ

Live the Exceptional With Soul.  This is the singular purpose of JLR. 

At the core of these experiences are the products themselves.  The JLR brands have undergone a dramatic transformation over the past years. 

JLR is reimagining the future of modern luxury by design through our distinct British brands. Our purpose is to ‘Live the Exceptional with Soul’ by being the proud creators of modern luxury and being guided by a set of behaviors we call our Creators’ Code: Customer Love; Unity; Integrity; Growth; Impact.

At JLR, we are passionate about our people. They are at the heart of our business. We are committed to fostering a diverse, inclusive culture that is representative of our global customers and the society in which we live; a culture in which every one of our employees can bring their authentic self to work and reach their full potential.

Reporting to the Consumer Affairs/CRC Manager, the successful candidate will evaluate, respond to and settle / defend claims from customers, attorneys or third parties. This position supports efforts to maintain and improve customer satisfaction, owner retention, JLR image, and decreases litigation exposure.

What you will be doing:

• Gathering all supporting information to evaluate vehicle repurchase claims and investigate events, as required.
• Establishing chronology of customer events
• Evaluating vehicle service history against consumer protection statutes.
• Discussing evaluations with senior specialist for case resolution, where applicable
• Ensuring timely response to all communications from customers, attorneys and other partners.
• Finalizing timely settlements with customers, attorneys and retailers.
• Initiating settlement process and coordinate related transactions.
• Performing other duties as required

What you will need:

• Bachelor’s Degree  or equivalent work experience;
• Familiarity with Lemon Law vehicle repurchase processes, legal terms and processes.
• 3+ years’ experience in an automotive environment with customer / retailer interaction preferred.
• Demonstrated commitment to customer service.
• Strong analytical, verbal, and written skills
• Strong organizational skills with a keen attention to detail
• Must be a team-oriented self-starter.
• Must be able to work under pressure and meet firm deadlines, while consistently delivering a high standard of work
• Strong Knowledge of JLR CRM, GCM, Warranty, MS Office Applications, Adobe Acrobat
• Excellent interpersonal and presentation skills are essential, and must be comfortable presenting to all levels of management;
• Must have strong business acumen, and the ability to work with people at varying levels with the organization and network;

Schedule:  Hybrid Ways of Working (Monday, Tuesday, Thursday - office days; Wednesday and Friday - choice days)

Recruitment Salary Range:  $60,000 - $77,000

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”.

So Why Us?

• As a people-first company, working at JLR means opportunity, teamwork, and growth. That’s why working here is so much more than a job.
• Be part of an international, inclusive, and open-minded company
• Global Bonus Program based on company performance
• You are never just a number. We take pride in taking care of our employees doing everything we can to make sure that our teammates thrive both in and out of the office.
• Our employees receive a generous time off policy
• We offer a discounted Vehicle Car Program
• Employees also receive generous health care and retirement plans
• Quarterly Chair Massages
• Maternity/Paternity Leave
• Complimentary lunch  
• And more!

Thank you for your interest in working for us, we love it here and think you will too!

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

JLR North America, LLC provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, genetic information, or any other characteristic protected by law. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, compensation, and training.

#WEAREJLR