WOODCLIFF LK, NJ
NO Corp to Corp or 3rd party recruiter submittals.
PAY: 36.45 /hr - USD 42.88 /hr
1st Shift
Shift: 8:30 AM until 4:30 PM – Monday-Friday with 45 minute lunch
Hybrid 3 days onsite and 2 days remote.
Contract: END DATE: 12/31/2025
Holiday Pay:
11 Holidays are observed. You will receive 8 hours of straight time pay for the observed holiday.
PTO (Personal Time Off):
Awarded 1 personal time off day (8 hours) a month on the 1st of each month.
OVERVIEW OF POSITION:
Education
Bachelor’s Degree in Business Administration, Marketing or equivalent work experience.
Work Experience:
3-5 years of automotive, marketing or business administration experience.
Friendly attitude and the ability to work well within a team and with different business users.
Excellent proficiency in MS Excel, Word, PowerPoint and Outlook.
SQL experience a plus.
Tableau experience a plus.
Demonstrated skills in data analysis.
Experience with File Transfer software.
Excellent verbal and written communication skills.
Understanding of sales leads, CRM Communications, and websites a plus.
Primary Responsibilities:
The Retail CRM Specialist is responsible with assisting dealers with all aspects of person-based lead conversion and dealer sales loyalty including assisting with the monthly conversion pro-cesses and processing all disputes related to CRM’s BSC metrics. Additionally, he/she supports our Field teams and dealer network with questions related to their BSC reports. In addition, this person maintains updated customer information within systems, including customer contact information, customer-vehicle relationships, and processing customer inquiry requests related to special programs. Also assists Retail CRM team with projects as required by the Retail CRM Manager.
Assist dealers with person-based conversion inquiries and lead dispute requests. Research all dispute requests, ensuring that only valid disputes are processed. Keep dealers informed of the status of their requests (30%).
Assist dealers with dealer sales loyalty inquiries and DSL dispute requests. Research all dispute requests, ensuring that only valid disputes are processed. Keep dealers informed of the status of their requests (30%).
Manages CRM Support mailbox acting as point of contact for all Center/Dealer and interde-partmental requests for customer updates to ensure that all inquiries are answered promptly and/or routed to appropriate team member for final resolution. (20%)
Customer update requests received via direct mail. (5%)
Assists in the review and testing of system and/or process changes related to Robotic Process Automation system. (5%)
Assist in the processing of customer inquiries related to special programs that are not automat-ed due to their temporary nature. (5%)
Performs other related duties/projects as required to assist Retail CRM team (5%)
In support of North America’s business objectives, this position requires regular attendance at a office with remote work capability (hybrid). In-office days may be assigned by the line manager.
This position will be operating within existing processes/systems. However, the role will have an opportunity and responsibility to improve the processes as needed.
This position directly responds to disputes/questions submitted by regional field teams and dealers. He/she is responsible to reinforce the rules of our in-market programs with the goal of escalating as few cases to Level 2 support as possible. In addition, the position communicates with other departments, Regional Field team, and dealers for the purpose of ensuring correct customer contact information.
HKA Enterprises is a global workforce solutions firm. If you are seeking a new career opportuni-ty or project experience, our recruiters will work to understand your qualifications, experience, and personal goals. At HKA, we recognize the importance of matching employee goals with those of the employer. We strive to seek credibility, satisfaction, and endorsement from all our applicants. We invite you to take time and search for your next career experience with us! HKA is an EEO Employer who participates in the US Citizenship and Immigration Services E-Verify Program.
Qualifications
- Bachelor’s Degree in Business Administration, Marketing or equivalent work experience.
- 3-5 years of automotive, marketing or business administration experience. Friendly attitude and the ability to work well within a team and with different business users. Excellent proficiency in MS Excel, Word, PowerPoint and Outlook. SQL experience a plus. Tableau experience a plus. Demonstrated skills in data analysis. Experience with File Transfer software. Excellent verbal and written communication skills. Understanding of sales leads, CRM Communications, and websites a plus.