What are the responsibilities and job description for the Asst Mgr, Customer Service position at Honda?
Job Purpose
The Mediation/Level 1 Assistant Manager manages the people and processes responsible for mediating pre-litigation dispute cases and to ensure mediation activities are consistent with company, state, and federal guidelines. The Mediation/Level 1 Assistant Manager is also responsible for managing the Level 1 Team, which handles product concerns and potential liability. A secondary role of the Mediation/Level 1 Assistant Manager is to report on buyback activities to management and senior management through a weekly buyback report, a weekly buyback review meeting and a monthly buyback report. The Mediation/Level 1 Assistant Manager is also responsible for identifying the root causes for such buybacks and for analyzing proposed countermeasures for preventing future buybacks. Occasionally, the Mediation/Level 1 Assistant Manager is required to conduct department overviews for new DPSMs or new Managers. Requests to present on behalf of Mediation at Field meetings may also occur. Adherence to approved processes/guidelines and state and federal statutes is important, and the position often requires the ability to resolve delicate issues while staying within policy.
Key Accountabilities
Staff Management, Business Planning and Budget Coordination
- Oversees staff performance of all duties associated with case handling, documentation, and management in accordance with company, state, and federal guidelines.
- Writes and conducts performance appraisals and disciplinary actions.
- Develops and implements detailed, individual business unit plans to ensure support of department goals.
- Establishes team objectives and strategies to achieve overall divisional goals.
- Measures results, identifies gaps and coordinates revised activities and actions toward continuous improvement in support of department objectives.
- Reports results and presents status and activities to Executive Management.
Lifetime Owner Loyalty
- Oversee and leads staff activities in support of mediation outcomes that are in the best interest of customer/company pursuant to the respective state guidelines.
- Reviews and monitors all cases pending buyback decisions.
- Reviews and identifies buyback root causes and prevention.
Policy Adherence
- Ensures compliance and decision time allocations pursuant to case type.
- Ensures transactions are completed in a timely manner.
- Ensures all working cases are following timelines pursuant to State guidelines.
- Identifies root causes for buybacks (market quality / dealer activities / etc) and develop potential strategies to address root causes and prevent future buybacks.
Training, Staffing & Professional Development
- Reviews candidate resumes and manage interview scheduling with Human Resources.
- Produces interview matrix and recommend associate candidates for hire.
- Administers new staff and DPSM immersion training.
- Develops and improves skills and competencies of staff using annual training plan.
Qualifications, Experience, and Skills
- Bachelor’s degree or relevant work experience preferred
- Minimum of 4 years supervisory and project management experience in a dynamic work environment
- Minimum 2-4 years in a customer-focused environment, which required initiative, decision making and problem solving, preferably in the automotive industry
- Must have strong leadership, people management and interpersonal skills with ability to work with all levels of staff
- Must have exceptional communication, presentation, problem solving and decision making skills, along with exceptional planning and organizing abilities
- Strong people management and leadership skills with the ability to form cohesive teams while promoting a positive work environment
- Automotive technology/systems knowledge (product, warranty, field, and dealer operations)
- Knowledge of consumer rights, state statutes and lemon laws, with an understanding of product liability and third party arbitrations
- Proficiency in MS Office, Salesforce (CRRS), Skype, iN and CICS
Workstyle
- Onsite
Honda is an equal opportunity employer and considers qualified applicants for employment without regard to race, color, creed, religion, national origin, sex, sexual orientation, gender identity and expression, age, disability, veteran status, or any other protected factor.
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