Stellantis
Parts and Service Customer Relations Manager-West Business Center
Stellantis, Phoenix, Arizona, United States, 85003
Parts and Service Customer Relations Manager – West Business Center
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. Basic Qualifications
Bachelor’s degree in Business, Communications, or related field (preferred). 5+ 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. Benefits — Designed With You In Mind
Health & Well‑Being Coverage
Medical, dental, vision, and prescription drug coverage. EAP for confidential support. Family Building Benefit
Supports fertility treatments, adoption services, and gestational surrogacy. Generous Paid Time Off
17+ paid holidays, vacation, float, wellbeing days, sick time, and full‑time parental leave. Competitive Retirement Savings Plans
Employer match on 401(k), Roth, and Catch‑Up contributions. Employer contribution regardless of employee contribution. Income Protection & Insurance Options
Life, group accident, critical illness, and other voluntary plans. Company Vehicle Lease Program
Access to Stellantis vehicles with insurance, maintenance, unlimited miles, and exclusive discounts. Support for Your Growth and Giving Back
Tuition reimbursement Student loan refinancing programs 18 paid volunteer hours annually Location and Compensation
Phoenix, AZ — $100,000.00–$100,000.00 (posted 5 days ago) Seniority Level
Not Applicable Employment Type
Full‑time Job Function
Automation Machinery Manufacturing At Stellantis, we assess candidates based on qualifications, merit, and business needs. We welcome applications from all people without regard to sex, age, ethnicity, nationality, religion, sexual orientation, disability, or any characteristic protected by law. We believe that diverse teams reflect our identity as a global company, enabling us to better address the evolving needs of our customers and care for our future. EOE / Disability / Veteran
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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. Basic Qualifications
Bachelor’s degree in Business, Communications, or related field (preferred). 5+ 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. Benefits — Designed With You In Mind
Health & Well‑Being Coverage
Medical, dental, vision, and prescription drug coverage. EAP for confidential support. Family Building Benefit
Supports fertility treatments, adoption services, and gestational surrogacy. Generous Paid Time Off
17+ paid holidays, vacation, float, wellbeing days, sick time, and full‑time parental leave. Competitive Retirement Savings Plans
Employer match on 401(k), Roth, and Catch‑Up contributions. Employer contribution regardless of employee contribution. Income Protection & Insurance Options
Life, group accident, critical illness, and other voluntary plans. Company Vehicle Lease Program
Access to Stellantis vehicles with insurance, maintenance, unlimited miles, and exclusive discounts. Support for Your Growth and Giving Back
Tuition reimbursement Student loan refinancing programs 18 paid volunteer hours annually Location and Compensation
Phoenix, AZ — $100,000.00–$100,000.00 (posted 5 days ago) Seniority Level
Not Applicable Employment Type
Full‑time Job Function
Automation Machinery Manufacturing At Stellantis, we assess candidates based on qualifications, merit, and business needs. We welcome applications from all people without regard to sex, age, ethnicity, nationality, religion, sexual orientation, disability, or any characteristic protected by law. We believe that diverse teams reflect our identity as a global company, enabling us to better address the evolving needs of our customers and care for our future. EOE / Disability / Veteran
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