Customer Service Administrator

What Makes a Honda, is Who makes a Honda

Honda has a clear vision for the future, and it’s a joyful one.  We are looking for individuals with the skills, courage, persistence, and dreams that will help us reach our future-focused goals. At our core is innovation. Honda is constantly innovating and developing solutions to drive our business with record success.  We strive to be a company that serves as a source of “power” that supports people around the world who are trying to do things based on their own initiative and that helps people expand their own potential. To this end, Honda strives to realize “the joy and freedom of mobility” by developing new technologies and an innovative approach to achieve a “zero environmental footprint.”

We are looking for qualified individuals with diverse backgrounds, experiences, continuous improvement values, and a strong work ethic to join our team.

If your goals and values align with Honda’s, we want you to join our team to Bring the Future!

Job Purpose

The Customer Service Administrator II for Honda Powersports is a dynamic role focused on delivering top-tier customer support. This position is responsible for conducting in-depth research, evaluation, and timely resolution of product-related cases. It requires effective collaboration with various departments, including Powersports dealerships, TechLine, Field Technical Managers, and customers, to ensure mutually satisfactory outcomes. The role also includes processing recall and campaign reimbursements, which involves reviewing requests with attention to detail and submitting accurate documentation in compliance with Honda’s regulatory requirements. This position fosters lasting customer relationships through expert product knowledge and dependable service, playing a key role in driving long-term owner loyalty.

Key Accountabilities

• Review, research, assess, manage, and resolve product-related cases in a timely and efficient manner.
• Thoroughly examine case details, customer feedback, and product documentation to understand the issue at hand.
• Determine the solution, and communicate the outcome to customer, ensuring customer satisfaction.
• Manages all Manufacture Statement of Origin, Vehicle identification letters and Vehicle Emission Recall - Proof of Correction forms.
• Manages all Key code requests.
• Handles Recall Export or US rural areas cases.
• Handle campaign reimbursement request, ensuring timely and accurate documentation.
• Assess reimbursements
• Effectively communicate with customers, dealerships, field personnel and AHM management.
• Investigate, consult with subject matter experts if needed, and utilize internal knowledge bases to gather relevant information.
• Ensure overall customer satisfaction to promote Lifetime Owner Loyalty by providing quality service.
• Set and adhere to realistic timeframes for each stage of the case management process to maintain efficiency and meet customer expectations.
• Support Supervisor and Escalation Specialist.
• Expected to be versatile and ready to assist in various tasks when needed. This includes distributing cases to team members and providing support through the Inbound Chino Chat system, and handling Attorney General cases
• Supports State Attorney General contacts by researching cases and responding with Honda’s position within the time frame required by each state
• Support MCR (Management Case Reviews) activities for high-priority cases ensuring all relevant data and track cases to timely closure.
• Ensure required parties are notified post MCR (e.g. AHM Law / AG / BBB, etc.).
• Support Quality Assurance call evaluations, track case outcomes, and provide actionable feedback to enhance team efficiency.
• Management of internal inventory and tracking of Honda merchandise, updating records accurately, and ensuring that all items are accounted for.
• Develop and manage detailed inventory spreadsheets to streamline tracking of Honda merchandise.
• Monitor stock levels, report inventory status to the manager, and coordinate reordering and restocking.

Qualifications, Experience, and Skills

Minimum Educational Qualification :

Minimum Experience :

Decisions Expected

Working Conditions

What differentiates Honda and make us an employer of choice?

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Honda is an equal opportunity employer and considers qualified applicants for employment without regard to race, color, creed, religion, national origin, sex, sexual orientation, gender identity and expression, age, disability, veteran status, or any other protected factor.