Senior Customer Service Process Specialist

POSITION: Customer Service Process Senior Specialist

LOCATION: Mahwah, NJ

RECRUITMENT RANGE: $95,000-$119,000

Live the Exceptional With Soul. This is the singular purpose of JLR.

At the core of these experiences are the products themselves. The JLR brands have undergone a dramatic transformation over the past years.

JLR is reimagining the future of modern luxury by design through our distinct British brands. Our purpose is to ‘Live the Exceptional with Soul’ by being the proud creators of modern luxury and being guided by a set of behaviors we call our Creators’ Code: Customer Love; Unity; Integrity; Growth; Impact.

At JLR, we are passionate about our people. They are at the heart of our business. We are committed to fostering a diverse, inclusive culture that is representative of our global customers and the society in which we live; a culture in which every one of our employees can bring their authentic self to work and reach their full potential.

Reporting to the Customer Service Process Manager, the Customer Service Process Senior Specialist provides expert, hands-on support to individual Retailers to address performance gaps identified through Customer Service KPIs. The role executes defined business briefs focused on improving Retailer customer service processes, including customer satisfaction, workshop efficiency, and customer-facing service operations, while enabling new ways of working to support ongoing change.

The Customer Service Process Senior Specialist also collaborates closely with UK colleagues to support the development and delivery of customer service initiatives, contributing both to upstream project development and effective execution across the Retailer network.

The position requires frequent domestic travel (up to 70%) to support Retailers across the network.

What you will be doing:

• Analyze customer service KPIs and other data sources to assess retailer service performance and identify improvement opportunities.
• Conduct on-site retailer visits to validate performance findings and develop, implement, and monitor action plans.
• Establish structured follow-up processes to ensure sustained retailer engagement and execution of agreed improvements.
• Document all retailer visits, findings, and action plans using JLR systems to ensure transparency and alignment.
• Partner with retailer leadership to build a customer-focused culture that increases loyalty, advocacy, and revenue.
• Identify, implement, and support customer experience processes that improve satisfaction and drive business results.
• Lead and support the rollout of key customer service initiatives across assigned retailers.
• Review and manage Mechanical Goodwill requests in collaboration with Retailers and the Customer Relations Center, balancing customer and business interests.
• Drive continuous improvement by coaching retailer managers, sharing best practices, and applying root-cause problem-solving techniques.
• Collaborate with regional field teams and cross-functional partners while acting as a brand ambassador for Jaguar and Land Rover.
• Domestic travel up to 70%

What you will need:

• Bachelor’s or AAS Degree in Business or relevant discipline or equivalent working experience
• Minimum of 7 years’ experience in customer service and/or sales support role, and ideally 3 years of direct dealer contact.
• Proven track record of successfully implementing customer service processes at Retailer level
• Strong understanding of retail automotive service and parts operations – actual working experience at retail a plus.
• Field experience a plus.
• Working knowledge of Retailer DMS systems a plus
• Retailer Technician background a plus
• Strong working knowledge of Microsoft Office
• Strong communication skills (written and verbal)
• Ability to work in a highly functional established team as well as independently with applied initiative
• Excellent interpersonal and relationship skills including leading and motivating teams, and the ability to coach, guide, and drive change

Schedule: Hybrid Ways of Working (Monday, Tuesday, Thursday - office days; Wednesday and Friday - choice days)

Base pay offered may vary depending on multiple individualized components, including location, skills, experience, and market factors. The total compensation package for this position may also include other elements, including a target bonus in addition to a full range of medical/health, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick/personal, and parental leave). Details of participation in these benefit plans will be provided if an employee receives an offer of employment. If hired, employees will be in an “at-will position”.

So Why Us?

• As a people-first company, working at JLR means opportunity, teamwork, and growth. That's why working here is so much more than a job.
• Be part of an international, inclusive, and open-minded company
• Global Bonus Program based on company performance
• You are never just a number. We take pride in taking care of our employees, doing everything we can to make sure that our teammates thrive both in and out of the office.
• Our employees receive a generous time off policy
• We offer a discounted Luxury Vehicle Car Program
• Employees also receive generous health care and retirement plans
• Quarterly Chair Massages
• Maternity/Paternity Leave
• Complimentary lunch
• And more!

Thank you for your interest in working for us, we love it here and think you will too!

Please note that if you elect to apply for a role in another country and are successful you would need to be hired as an external candidate on local terms and conditions rather than transferring on your existing terms.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

JLR North America, LLC provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, genetic information, or any other characteristic protected by law. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, compensation, and training.

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