Job Description
Bilingual Legal Liaison (Customer Relations) – 12 Month Contract/Acting
Rank 4
Scarborough, ON
Deadline: Please apply by October 29th, 2024
Toyota Canada Inc. (TCI) currently has an exciting 12-month contract opportunity for a skilled bilingual negotiations and communications specialist to join our Customer Relations team. Reporting to the Manager, Customer Relations, the selected candidate will be responsible for handling customer relations situations for both Toyota and Lexus brands related to Small Claims Court, Lemon law and the Canadian Automotive Vehicle Arbitration Program (CAMVAP). The incumbent will play an active role in the investigation, resolution, and representation of Toyota and Lexus Canada in these escalated situations to reach a settlement. The Bilingual Legal Liaison may also be required to provide on-going training and coaching to Toyota and Lexus dealerships as situations arise.
What We’ll Bring:

Company & Culture

• A hybrid work environment
• A work environment built on teamwork, flexibility and respect
• Professional growth and development programs to help advance your career
• A focus on respect for people and continuous improvement
• Summer Hours – condensed work week during the summer

Benefits

• Competitive compensation package
• Extended health care and dental benefits effective immediately
• Associate vehicle discount program
• Paid holiday shutdown and competitive paid time off benefits

What You’ll be Doing:

• Respond to and manage all customer relations situations that escalate to CAMVAP
• Respond to and manage all the Quebec mise en demure situations within the bounds of the Quebec Legal system
• Responsible for handling:
• Small Claims Court situations within the law, meeting all time limits
• Lemon Law related cases
• All legal cases from across the country
• Represent Toyota Canada at CAMVAP, small claims court cases and Quebec mise en demeure cases
• Attend all CAMVAP related meetings and deliver meeting minutes
• Work towards a win-win resolution of these escalated situations
• Maintain a professional relationship with customers, ensuring the highest quality in the resolution of these escalated customer situations
• Report weekly to the Manager and National Manager of Customer Relations on all escalated cases
• Work closely with other areas of the company who support the resolution of these escalated customer situations
• Work closely with TCI Legal department and other relevant departments to support resolution of cases
• Coach and train other TCI associates on CAMVAP and legal cases as necessary
• Assist in claim handling in the CPS system in SAP and other SAP transactions as required
• Support Tier 3 with escalated executive cases as required

What You’ll Bring:

• Post-secondary diploma or degree in business or a related discipline
• 3+ years of related experience; automotive experience is considered an asset
• Bilingual in French and English (oral and written)
• Previous experience with small claims court and/or CAMVAP highly desired
• Experience in the negotiation and arbitration of settlements highly desired
• Understanding of the legal system in Quebec and the rest of Canada an asset
• Proficient in Microsoft Office applications
• Ability to travel within Canada

About Us
Toyota Canada Inc. (TCI) is the exclusive Canadian distributor of Toyota and Lexus vehicles. Toyota Canada’s head office is in Toronto, with regional offices in Vancouver, Calgary, Montreal and Halifax. Toyota parts and accessories are distributed through TCI’s Parts Distribution Centres in Bowmanville and Vancouver. TCI supports over 287 Toyota and Lexus dealers in Canada with services that include training, sales, marketing, environmental and customer satisfaction initiatives.
What Sets Us Apart?
A focus on People, Passion for Toyota, Innovation and Make Things Better has made us an award-winning company, recognized worldwide for our technological leadership and superior standards of quality, community involvement and environmental responsibility.
What You Should Know:
Our success begins and ends with our people. We embrace diverse perspectives and value unique human experiences. We are proud to be an equal opportunity employer that celebrates the diversity of the communities where we live and do business. Applicants for our positions are considered without regard to race, ethnicity, national origin, sex, sexual orientation, gender identity or expression, age, disability, religion, or any other characteristics protected by law.

LI-AE1

LI-Hybri

• Respond to and manage all customer relations situations that escalate to CAMVAP
• Respond to and manage all the Quebec mise en demure situations within the bounds of the Quebec Legal system
• Responsible for handling:
• Small Claims Court situations within the law, meeting all time limits
• Lemon Law related cases
• All legal cases from across the country
• Represent Toyota Canada at CAMVAP, small claims court cases and Quebec mise en demeure cases
• Attend all CAMVAP related meetings and deliver meeting minutes
• Work towards a win-win resolution of these escalated situations
• Maintain a professional relationship with customers, ensuring the highest quality in the resolution of these escalated customer situations
• Report weekly to the Manager and National Manager of Customer Relations on all escalated cases
• Work closely with other areas of the company who support the resolution of these escalated customer situations
• Work closely with TCI Legal department and other relevant departments to support resolution of cases
• Coach and train other TCI associates on CAMVAP and legal cases as necessary
• Assist in claim handling in the CPS system in SAP and other SAP transactions as required
• Support Tier 3 with escalated executive cases as require