Job Description
Manager, Customer Relations
Rank 6
Scarborough, ON (Hybrid)
Deadline: Please apply before February 15, 2025
Toyota Canada Inc. currently has an exciting opportunity for a Manager, Customer Relations to support our Toyota/Lexus team. This is a full-time opportunity reporting to the Customer Services National Manager. This position will have 3 direct reports within CR and indirect reports at an offsite Vendor (ASG) where our Tier 1, 2, and 3 CR representatives’ work. You will manage the smooth flow of customer cases within the Tier 1, Tier 2, and Tier 3 contact centres. You will liaise with appropriate internal and external parties for case investigation, resolution, and communication of outcome, provide management with customer contact information and recommend corrective procedures.
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 including bonus
• Extended health care and dental benefits effective immediately
• Company pension plan with additional employer contributions
• Associate vehicle discount program
• Reimbursement programs (tuition & fitness)
• Paid holiday shutdown and competitive paid time off benefits
• Sabbatical leave program

What You’ll Be Doing:

• Develop, implement and control all activities and procedures pertaining to customer contacts at all levels, liaise daily with ASG Call Centre on all CR activities
• Liaise with TMC, TMNA, TCCI as required on pertinent cases
• Fulfil CR duties as they relate to legal, CAMVAP, Mise en Demeure (Que), Product Incident Reports and product recall/campaign issues
• Attend and participate in a variety of meetings to represent the VOC and provide direction for customer experience and ensure timely training provided to ASG group for potential customer calls (i.e. Mtgs: Connected Case, CT stakeholder, SMART, etc.)
• Assess and guide variations in workload volume and staffing levels to achieve CR performance objectives
• Represent the voice of the Customer/Guest for Toyota and Lexus. Maintain direct personal contact with our customers/guests, dealers and related companies (TMC, TMNA, TCCI, TMMC)
• Ensure customer/guest satisfaction to assist dealers and ultimately retention
• Extensive cross-functional communications with various TCI departments/divisions
• Review and authorize TCI goodwill contributions
• Study and assess areas to increase efficiency of the department through process automation
• Recommend systems, equipment, resources and processes within the CR area
• Direct Purchasing through contract negotiations with ASG as needed
• Plan and maintain the CR annual budget, quarterly forecast processes
• Oversee both adhoc and monthly reporting of all CR KPI’s for Executives
• Interview, hire and plan orientation/training for new CR Associates
• Plan and coordinate ongoing training for all CR Associates
• Ensure SOx compliance of all budget planning processes
• Ensure SOx compliance for CR team in terms of SAP access (semi-annual review)
• Continue working on future phases of the Case Management system including the Customer Portal and continue to be part of the hyper care of the Case Management system.
• Prepare presentations as requested

What You Bring:

• College and/or University degree in related discipline
• 5 to 10 years Customer Services experience preferably within the Automotive discipline
• Strong knowledge of how to develop strategic partnerships with Dealers, internal and external customers and stakeholders
• Managerial experience and aptitude
• Excellent oral and written communication (French bilingual is a strong asset)
• Excellent planner making informed choices
• Highly trained in Microsoft Office Suite, specifically in Microsoft Excel
• Aptitude to work in a high-pressure environment

About Us
Toyota Canada Inc. 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 continuous improvement have 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. Please advise us at any point during the recruitment and selection process or your employment if you require accommodation.

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LI-Hybri

• Develop, implement and control all activities and procedures pertaining to customer contacts at all levels, liaise daily with ASG Call Centre on all CR activities
• Liaise with TMC, TMNA, TCCI as required on pertinent cases
• Fulfil CR duties as they relate to legal, CAMVAP, Mise en Demeure (Que), Product Incident Reports and product recall/campaign issues
• Attend and participate in a variety of meetings to represent the VOC and provide direction for customer experience and ensure timely training provided to ASG group for potential customer calls (i.e. Mtgs: Connected Case, CT stakeholder, SMART, etc.)
• Assess and guide variations in workload volume and staffing levels to achieve CR performance objectives
• Represent the voice of the Customer/Guest for Toyota and Lexus. Maintain direct personal contact with our customers/guests, dealers and related companies (TMC, TMNA, TCCI, TMMC)
• Ensure customer/guest satisfaction to assist dealers and ultimately retention
• Extensive cross-functional communications with various TCI departments/divisions
• Review and authorize TCI goodwill contributions
• Study and assess areas to increase efficiency of the department through process automation
• Recommend systems, equipment, resources and processes within the CR area
• Direct Purchasing through contract negotiations with ASG as needed
• Plan and maintain the CR annual budget, quarterly forecast processes
• Oversee both adhoc and monthly reporting of all CR KPI’s for Executives
• Interview, hire and plan orientation/training for new CR Associates
• Plan and coordinate ongoing training for all CR Associates
• Ensure SOx compliance of all budget planning processes
• Ensure SOx compliance for CR team in terms of SAP access (semi-annual review)
• Continue working on future phases of the Case Management system including the Customer Portal and continue to be part of the hyper care of the Case Management system.
• Prepare presentations as requeste