Retail CRM Specialist Position Available In Bergen, New Jersey

Retail CRM Specialist 3.5 3.5 out of 5 stars Woodcliff Lake, NJ 07677 Retail Customer Relationship Management Specialist $36.45-$42.88 per hour Contract through December 2025 Monday-Friday 8:30am-4:30pm Woodcliff Lake, New Jersey (hybrid) The Retail CRM Specialist is responsible for assisting dealers and Field teams with all aspects of person-based lead conversion and dealer sales loyalty including assisting with the monthly conversion processes and processing all disputes related to CRM’s metrics. Managing disputes involves reviewing details of the incoming dispute information, searching in different databases for customer data associated with the dealerships and car VIN information, following guidelines for approving/denying disputes to ensure that only valid disputes are approved and processed, and then communicating the decisions to dealers via email in a timely manner. What you’ll be doing: Assist dealers with person-based conversion inquiries and lead dispute requests. Research all dispute requests, ensuring that only valid disputes are processed. Keep dealers informed of the status of their requests. Assist dealers with dealer sales loyalty inquiries and DSL dispute requests. Research all dispute requests, ensuring that only valid disputes are processed. Keep dealers informed of the status of their requests. Manages CRM Support mailbox acting as point of contact for all Center/Dealer and interdepartmental requests for customer updates to ensure that all inquiries are answered promptly and/or routed to appropriate team member for final resolution. Customer update requests received via direct mail. Assists in the review and testing of system and/or process changes related to Robotic Process Automation system. Assist in the processing of customer inquiries related to special programs that are not automated due to their temporary nature. Performs other related duties/projects as required to assist Retail CRM team. This position will be operating within existing processes/systems. However, the role will have an opportunity and responsibility to improve the processes as needed. This position directly responds to disputes/questions submitted by regional field teams and dealers. He/she is responsible to reinforce the rules of our in-market programs with the goal of escalating as few cases to Level 2 support as possible. What you’ll bring: Bachelor’s Degree (required) in Business Administration, Marketing 3-5 years of automotive, marketing or business administration experience Friendly attitude and the ability to work well within a team and with different business users Excellent proficiency in MS Excel, Word, PowerPoint and Outlook (most importance to Excel and Outlook) Strong analytical skills SQL experience a plus Tableau experience a plus Demonstrated skills in data analysis Experience with File Transfer software Excellent verbal and written communication skills Understanding of internet sales leads, CRM Communications, and websites a plus #INDPRO