Job Description

Mopar is seeking a skilled and empathetic Customer Relations Manager to lead customer experience resolution efforts across the regional dealer network. This role is responsible for managing escalated customer issues, including disputes, buybacks, and customer care cases, while working closely with Area Managers, dealership staff, and internal teams. The Customer Relations Manager will serve as a key advocate for customer satisfaction and retention, ensuring timely and effective resolution of concerns and promoting a culture of service excellence.

Key Responsibilities:

• Customer Case Management: Oversee and resolve escalated customer issues, including disputes, buybacks, and complex care cases, in coordination with dealers and internal teams.
• Field Collaboration: Partner with Area Managers and dealership personnel to investigate concerns, implement solutions, and improve customer experience processes.
• Retention & Satisfaction: Drive initiatives aimed at increasing customer satisfaction and retention through proactive issue resolution and service recovery strategies.
• Process Improvement: Identify recurring issues and recommend process enhancements to reduce future customer complaints and improve dealer responsiveness.
• Training & Support: Support dealership staff and Area Managers with training and resources to improve customer handling and communication practices.
• Compliance & Documentation: Ensure all customer cases are documented accurately and handled in accordance with Mopar policies and regulatory requirements.

Qualifications

Basic Qualifications:

• Bachelor’s degree in Business, Communications, or related field (preferred)
• Minimum 8 years of experience in customer relations, automotive service, or dealership operations
• Strong conflict resolution, communication, and negotiation skills
• Ability to manage sensitive issues with professionalism and empathy
• Experience working with cross-functional teams and field operations
• Proficiency in case management systems and reporting tools

Preferred Qualifications:

• Familiarity with Mopar customer care systems and policies
• Experience handling buybacks, warranty disputes, or legal escalations
• Ability to influence and coach dealership staff on customer service best practices