Senior Specialist, Customer Relations

Senior Specialist, Customer Relations

Ref 108397 Location Brussels Function AFTER SALES (parts, accessories, service, supply chain) Job Type Experienced

Job Description As part of the after sales business group and after vehicles are sold to customers you will play an integral part of the customer relations team to assure the correct customer handling for Toyota & Lexus by reviewing serious customer complaints at a pan European level and work closely with European National Marketing & Sales Companies (NMSCs) Customer Relations departments (CR) to prevent the escalation of complaints. Your responsibilities - Handling of all complaint cases to executive management and to directly update status across different European time zones. - Lead your responsible group of NMSCs to handle serious customer complaints on a daily basis and for all top management complaints for Toyota & Lexus.  Provide necessary leadership and assistance to NMSC’s customer relations to support them in providing required answers and solutions to customer issues to prevent complaint escalation.   - Through your daily work with NMSCs and TMC CR, identify improvement points on case handling and work, train and coach NMSCs on implementing these improvements in line with the TME CR mid range plan. Execute Projects to : - Plan & Identify NMSCs that will require support in the future from a customer relations perspective and establish a support plan. Assist as needed with implementation. - Lead the organization and co-ordination of the customer handling & serious case handling training for NMSC’s. Identify the deliverables, result expectation and feedback. Your profile - Education: Bachelor or Master with an Engineering background  - Minimum 7- 10 years professional experience with an understanding and knowledge of working with customers and leading a cross functional team - Ability to give training and coach - Good planning and organization, analytical and reporting skills and a keen problem solver  - Ability to lead by example, relationship building, influencing and diplomatic skills - Natural positive attitude, self motivator and the desire to work with people - Excellent communication skills as this function will have contacts on all levels of the organisation up to top management - Discrete and able to handle confidential information - Willing to travel: 30% - Hold a valid European driving license   - Languages: Fluent English (Spoken & Written), Knowledge of one of the following languages an asset but not necessary (Russian, Italian, French, Spanish, German, Turkish) Place of employment TME Head Office located in Evere, Brussels   To know more about this position, please click here.