The Requirements
To be a strong fit for the Senior Manager, Consumer Relations opportunity, you will have:- A high school diploma or GED equivalent; an associate's or bachelor's degree with a relevant focus such as Business or Management preferred Quick question for you - click here
- 5+ years of experience in retail / wholesale consumer relations, affairs or customer service, ideally in a call or service center Quick question for you - click here
- Proven management / leadership skills including the ability to assess performances and process from a quality and risk management standpoint
- Proficiency with Microsoft Office programs (e.g. Outlook, Word, PowerPoint and Excel including pivot tables, VLOOKUP and analysis); experience with Salesforce or similar CRM software; SAP experience preferred
- Strong customer experience savvy with the ability to skillfully and tactfully manage communications
- Ability to troubleshoot, diffuse situations, manage complaints, etc.
- The vision and ability to evolve operations and systems to more digitally savvy formats
- Outstanding analytical, written, verbal and listening communication skills; empathy
- Experience with budget planning and management preferred; basic math skills
- Excellent organizational and follow-up skills.
- Comfort working with various cultures and cultural diversity
- The ability to work with multiple levels and titles
- Solid small group and one-on-one presentation skills
- A background in automotive industry is an advantage
The Role
Reporting to the Senior Director, Product Planning and Technical Service, as Senior Manager, Consumer Relations, you will serve an important role in the Technical Service Department, by managing the Consumer Relations Team and providing direct assistance to consumers, dealers and our sales team. Your team currently includes three Customer Relations Representatives, but in our rapidly growing and expanding North American operations, that number could grow to four in short order. Quick question for you - click hereThe department is open from 6AM to 5PM with the team staggered to cover all hours. You'll work an 8 to 5 PST shift, Monday through Friday, and take both standard and escalated calls and emails in addition to your leadership responsibilities and oversight of key technical and administrative tasks. The team is responsible for handling all incoming inquiries, both through email and our 800 number. In any given day, representative will help troubleshoot issues, deal with complaints and/or warranty
Specifically, you will:
- Oversee activities for Consumer Relations Department, setting standards and implementations for effective department management
- Supervise Consumer Relations Representatives to ensure desired results are achieved for responding to customer inquiries and complaints
- Train representatives in problem-solving, as well as following through complaint resolutions
- Report to management and OEM on customer contact and complaint trends
- Communicate directly to OEM, such as Nissan, Toyota, Mazda, and Mitsubishi in the resolution of consumer complaints or to process invoices from OEM customers
- Maintain Consumer Relations’ database to keep retrievable records on consumer complaint actions and complaint trends
- Manage TTC’s recall process to include communication to consumers, returning tire tracking and compliance
- Oversee claim processing according to timeliness and accuracy standards
- Maintain and improve claim processing system and methods (such as EDI transfer from Les Schwab)
- Report warranty claim trends to management
- Review and revise consumer warranty brochures as needed to meet desired terms and conditions
- Coordinate legal review with corporate attorneys to ensure legal requirements are met and company liability is limited
- Coordinate department reviews, publish all company warranty booklets, distribute OE warranty booklets, and coordinate billing and accountabilities with Japan OE department for OE publications
- Monitor all 800 line calls regarding product performance or inquiry
- Respond to OE customer complaints and analyze customer contact.
- Coordinate printing and distribution of technical bulletins
- Administer OE matters, including OE tire credits and invoices, OE activity reports/graphs, and balance OE accounts
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More Good Reasons
Excellent compensationIn addition to a competitive salary, bonus incentive program and profit sharing, we offer a comprehensive slate of benefits including great health insurance, a generous 401(k) plan and more.
Cultural shift
Our leader is Roy Bromfield, the first American President and CEO of the U.S. business. He represents a bit of a cultural shift as our Japanese parent company is taking valuable strides to position us to compete by ensuring that our leadership has a true understanding of our market. This change is also informing other changes, such as updating service operations.
Collaborative approach
We enjoy a relatively flat organization and have strong and collaborative leaders across the business. We’re working toward common goals and you’ll find the support and collaboration you need to be successful.
Great environment
We’ve created an atmosphere that is open and interactive, with shared decision-making and a cooperative approach. There are no silos, so your influence will extend into multiple areas. This is a great place to work, with strong leadership and a collegial atmosphere. If you’re looking for a place where you really want to come to work every day, then this could be a great fit.
Quality products, strong growth
We are constantly improving the technology behind our products and we are leveraging our strong reputation to grow. Our growth is strong, particularly in the commercial tire segment where Toyo growth far outpaces industry growth.
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Keys to Success
It will take a multifaceted approach to earn success as Senior Manager, Consumer Relations. You will:- Learn current operations, including our products and procedures
- Build relationships with your team and other internal teams, including Sales, and external contacts such as key accounts/dealers
- Be flexible and adaptable to change, including introducing change in your own department. For example, you might work with IT and look at ways to add:
- Social media feeds to 800 number and email contact options
- Auditing features such as call listening/review
- Additional targeted reports to inform decision making
- Training and review opportunities, etc.
About Us
About Toyo Tires
Toyo Tires has stood for innovation, quality, performance, and excellent service for over 70 years worldwide. Combined, the Toyo group of companies has development, manufacturing, testing, distribution, and marketing operations throughout the Americas, Europe, Asia, the Middle East, and Oceania.Founding
The vision to manufacture great tires began in August 1945, when the founding president, Mr. Rikimatsu Tomihisa, established the Toyo Tire & Rubber Co, Ltd. in Japan.In 1966, Toyo Tires became the first Japanese tire manufacturer to establish a subsidiary in the United States. From a small office in Southern California, Toyo Tire (U.S.A.) Corporation (as it was then known) began warehousing and distributing commercial truck tires. Passenger replacement tires were added to the company’s product offerings in 1975, and through a network of independent tire dealers, the Toyo Tires brand began to grow in the United States.
Today, the company’s U.S. headquarters are in Cypress, California, and distribution is supported by nearly one million square feet of warehousing in Southern California with additional warehouses in Georgia, Illinois, Pennsylvania, and Texas.
A Commitment to North America
In 2005, at a time when other manufacturers were looking for options outside of the United States, Toyo Tires opened a one million square foot state-of-the-art manufacturing and warehousing facility in White, Georgia, just 50 miles northeast of Atlanta. Most recently, the facility completed its Phase 4 plant expansion in 2016, which increased annual production capacity to 11.5 million tires, making it Toyo Tire group's largest tire manufacturing facility. This facility is home to the company’s latest technology: A.T.O.M., a highly automated and proprietary tire production system.Today
Toyo Tire U.S.A. Corp. is led by President and CEO Roy Bromfield. The Company sells through a network of retailers, wholesale distributors and commercial servicing dealers that reach all 50 states.Our tire portfolio covers a broad range of applications—from the high-performance, racing-inspired Proxes line to the Open Country line for light trucks, CUVs and SUVs to the luxury-touring Versado Noir to our unique variable-conditions Celsius tires, to our broad range of commercial truck tires. No matter which car, light truck, CUV, SUV, or commercial vehicle you drive, Toyo Tires has the right tires for you.
Video: Established in 1966, Toyo Tire U.S.A. Corp. represents the innovation, quality, performance, and excellent service that Toyo Tires has delivered worldwide for more than 70 years.