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SPI (Special Prod. Coord) - Customer Relations
Ref No.: 18-00019
Location: Woodcliff Lake, New Jersey

PURPOSE OF POSITION
• Manage caseload distribution of highly sensitive safety-related customer claims and internal escalations, maintaining all files and acting on necessary accounting tasks, toward the goal of minimizing negative BMW Group exposure while maintaining customer satisfaction and loyalty.

JOB DUTIES:
• Responsible for reviewing and researching inquiries/claims to assess whether to address through SPI protocol
• Assign SPI cases to appropriate representatives to ensure sensitive customer matters are attended to in a timely and accurate manner
• Ensure SPI protocol is followed pertaining to document saving, sharing, and distribution
• Utilize Siebel, Access, and Documentum for chronicling internal correspondences
• Maintain and secure files for reference and access
• Process check requests through SAP/XFLOW, for reimbursement to customers, legal settlements, insurance companies, and dealer networks
• Process goodwill authorizations through mainframe for dealers
• Manage SPI authorized vehicle reacquisitions from beginning to end, including legal department review vehicle disposition, coordinating vehicle repair, and remarketing to minimize associated inventory costs.
• Manage and oversee all aspects of liaison with outside remarketing vendors.
• Generate bi-weekly reports for a statistical overview of department workload to increase efficiency and productivity
• Compile monthly productivity reports to Communications Manager and SPI Reps
• Create quarterly reports of SPI activity for client
• Provide information to the Legal and Engineering department as requested
• Provide information to the Legal & Engineering department as requested
• Function as Administrative Assistant to the Communications Manager and, to a lesser extent, the SPI team (calendar management, meeting requests, conference room reservation, travel arrangements, processing of travel expenses, etc.)

EDUCATION:
• Associates Degree – Minimum
• 3-5 years of experience as an assistant or coordinator

OTHER REQUIREMENTS:

• Proficient in Microsoft Office (Outlook, Excel, PowerPoint, Access) SAP/IFT
• Excellent communication, writing and presentation skills
• Highly organized
• Independent and capable of multi-tasking and effective time management
• Must be able to handle confidential and sensitive detailed information