Customer Experience Specialist

Join the Mitsubishi Motors North America (MMNA) Team!  

Summary of Role: The primary objective of this team and its members is to elevate the purchase and service experience in retail spaces to improve customer satisfaction and increase brand loyalty.  Analyze structured and organic customer feedback from SSI/CSI surveys and online reviews in order to propose micro- and macro-level process changes.  A successful candidate will have a training or instructional design background in order to provide consultative direction on projects or conduct trainings to personnel as needed.  They will be comfortable and effective working cross-functionally with many roles that intersect with CX that include but are not limited to third-party vendors; dealer partners; fellow employees in Sales, Aftersales, IT, Regions and more.  Most importantly, they will understand the critical role CX assumes in this organization and exemplify MMNA’s core values of “People First”, “Dream Big”, and “Enjoy the Challenge”.

Responsibilities: 

Reporting and Impact Analysis:

1. Track and provide reporting on department projects and initiatives, including but not limited to Sales (SSI) and/or Customer Satisfaction Index (CSI) scores, Training Certification, Dealer Recognition programs.
2. Create and analyze reports to identify the need for new or enhanced service-related initiatives, programs, and solutions to improve dealership, regional, and national performance.
3. Analyze reporting processes and make recommendations/improvements to reduce outside administrative costs and improve reporting functionality.
4. Coordinate department budget oversight and management as needed

Training, Project, & Platform Support:

1. Coordinate and act as the business unit’s liaison for database processes, business requirements, and testing.
2. Assist with creation, deployment, and management of aftersales soft-skill and process training resources as well as new model courses
3. Facilitate online webinars/trainings for corporate, regional, and/or dealer staff as needed
4. Validate and upload all online and facilitated courses, program rules, and training resources to the appropriate platforms, including LMS, extranet, etc.

Department, Field, and Dealer Communications & Administration:

1. Assist Dealer personnel, District Managers, and Regional personnel with issues that may arise regarding department platforms or projects including training, LMS, or SSI/CSI.
2. Communicate training availability, business plans, etc.
3. Conceptualize, create, and deploy PowerPoint presentation decks as directed to communicate and showcase various department projects and timelines.
4. Other administrative functions as needed

Additional:

1. Meet stated deadlines while delivering quality results.
2. Be creative and solution-oriented when accomplishing tasks and solving problems.
3. Perform other duties as assigned or requested.

Required Qualifications:

• 3+ years professional level experience, including data analysis and reporting experience.
• BA/BS; or equivalent combination of education or experience.
• Prior experience in development of programs, training, or other aftersales department initiatives preferred.
• Proficiency with Microsoft Office suite, including but not limited to Excel, Word, and PowerPoint.
• Prior OEM or dealer retail experience preferred

Pay Transparency: 

The base salary for this position ranges between $60,000 to $67,000. The base salary will be based on a number of factors including the role offered, the individual's job-related knowledge, skills, and qualifications. In addition to base salary, we are proud to offer a comprehensive and competitive benefits package for all eligible employees which also includes 401k with company match, Mitsubishi Lease Program, and a full range of medical, financial, and other perks and benefits.

Perks and Benefits:

• Family First: Enjoy comprehensive healthcare coverage, including medical, dental, and vision plans.
• Be a Proud Mitsubishi Ambassador: Take advantage of our Discounted Employee Lease Car program, covering insurance, maintenance, and registration fees, with no down payment or credit check required.
• Secure Your Future: Benefit from our 401(k) with Company match and annual contributions based on years of service.
• Fuel Your Growth: Access professional development opportunities, including training, tuition reimbursement, and employee resource groups.
• Take Time for Yourself: Enjoy up to 30 days of paid time off, including holidays, vacation, and other leave options.
• Hybrid Working Environment: Enjoy the best of remote and in-office work in our modern office located in the trendy area of Franklin, TN.
• Thrive in an Open Environment: Experience our collaborative workspace where ideas flow freely.

The MMC Way:

Our values form the foundation of everything we do. At Mitsubishi Motors, we are committed to a set of core principles that guide our actions, decisions, and interactions. Our values reflect who we are as a company, how we collaborate, and the impact we aspire to make. These values are what we call the MMC Way:

• Think of Our Customers, Strengthen Trust
• Enrich Society
• Welcome All Facts, Share Difficult News First
• Conduct and Challenge Yourself Professionally
• Respect All, Work as a Broader Team

Diversity and How to Apply:

At MMNA, we embrace the strength that diverse perspectives and experiences bring to our team. Our application process is designed to champion inclusion and equity. We're on the lookout for the ideal fit for each role, valuing skills and experiences over traditional education or specific company backgrounds. Feel encouraged to apply, even if your profile doesn't precisely match the job description. We invite you to delve into a few thought-provoking questions in our application, offering you the opportunity to showcase your unique talents and insights right from the start.

Once you've submitted your application, expect to hear from us within 7 business days. We're committed to keeping you informed about the status of your application, ensuring transparency and open communication throughout the process. We understand that perfection is a journey, and if you ever have questions about your application or the process itself, don't hesitate to reach out to your recruiter. 

Mitsubishi Motors is proud to be an equal-opportunity employer, excited about collaborating with talented individuals of all identities. We do not discriminate based on identity, aligning with our commitment to fostering a diverse workplace. Our code of conduct serves as a guiding light for the company we aspire to be, celebrating our differences as the driving force behind a product that serves a global user base. 

We welcome applications from individuals with disabilities and is prepared to provide reasonable accommodations. If you require such accommodations for the job application or interview process, please email mmna-talent_acquisition@na.mitsubishi-motors.com.

We hope you will join us on this journey where your dedication aligns with our values, creating an environment that fosters growth, collaboration, and meaningful contributions.

Click here to learn more about what it's like at MMNA!