Retail Process Supervisor - BMW Of North America

Retail Process Supervisor leads the Dealer relations & Special Parts Request team. They will lead the team in all Warranty Parts Return Center (WPRC) Communications incoming and outgoing. Every Part issue/escalation will be handled and disseminated by the associate to the appropriate team member. They will be required to set strategic directions of the dealer relations team, manage process improvement, and manage targets accordingly. They should have strong supervisor / management / coaching and time management skills. They will be required to be an expert within their department. This would require the incumbent to be technical with BMW Technical Training and have the experience to determine defective components or outside influence. Supervisors will be expected to empower their employees to manage day-to-day activities. Their focus will be on improvement, customer service and second level coaching and counseling of staff.

Key Responsibilities:

• Directly oversee and lead a team of seven employees in the areas of Dealer Relations, Special Parts Request (SPR), Floater Coverage, and Maintenance.
• Responsible for communication between the WPRC and all United States BMW Group Brands (BMW, MINI, Rolls-Royce and Motorrad) retail centers regarding the return of warranty, core, and safety device components via Integrated Dealer Support (IDS) Tickets and live chat communication streams.
• Technical knowledge of determining Defect vs non-Defect/ outside influence
• Support AQ-820 by requesting and obtaining Special Part Requests (SPR) from all BMW Group Brands.
• Responsible for the expedited return of all SPR components via FedEx to AG, Plant 10, and Woodcliff Lake Engineers and / or Suppliers for further analysis and testing.
• Responsible for the approval or denial of all employee time sheets and PTO requests within the BMW HR Portal.
• Implement new and calculated methods to achieve the agreed upon SPR procurement quota and procurement return time frame targets.
• Authorize the payment of core component reimbursement to retail centers, and issue core debits for the return of fluid-filled components via SAP and ATLAS.
• Responsible for the escalation of excessive BMW Group Brand claim debits, and the decision making of potential approval or rejection of claim re-credits through the ease of doing business / exception process.
• Maintain and update Section 6 of the Warranty Policy and Procedure Manual (WPPM) and Core Policy as needed.
• Develop, create, and present WPRC policies and procedures to all BMW Group Brands during Warranty Immersion and Dealer Immersion Training Classes.
• The ability to generate, obtain, analyze, and discuss BMW Group Brand reports.
• Approve and provide WPRC Return to Dealer (RTD) Appeal Authorization to retail centers for components which were debited and returned.
• Ensure a safe and clean environment is maintained at all times. Oversee the removal and disposal of all production waste and cardboard from the warehouse floor.
• Ability to comprehend and forecast the WPRC warehouse workflow to ensure the alignment of Floaters in areas requiring additional support.
• Assign Floater placement throughout the WPRC to ensure business continuity within the facility.
• Procure and distribute new components for the completion of BMW's vehicle buy back litigation process.
• Direct supervision of team leads and direct reports to achieve the highest standards of Quality, Productivity, and Customer Service levels to BMW, MINI, Rolls-Royce and Motorrad retail centers.
• Set strategic directions of the assigned departments, manage process improvement, and exceed targets.
• Frequently evaluate and appraise Team Lead's performance through reviews. Coach, counsel, motivate and develop subordinates at every level. Identify and communicate opportunities and strengths.
• Monitor and report daily department and employee performance in areas of quality, production and process.
• Assist Team Leads with resource planning, scheduling and workload balancing conflicts.
• Observe, analyze, audit warehouse processes and propose / implement improvements as necessary.
• Schedule warehouse related building and equipment maintenance when necessary.

Join the BMW North America team and enjoy a high-performance Total Rewards package that may include:

• Medical, Dental, and Vision insurance

• All with options for $0 Employee contribution

• 401(k) with Company match

• Retirement Income Account (RIA)

• Employee vehicle program

• Bonus eligibility

• Paid Parental Leave of up to 6 weeks

• Paid Time Off in addition to Company paid holidays where eligible

• Hybrid work environment

• Voluntary Benefits to fit your needs

The pay range for this role is: $91,490.00 - $107,635.00 .

The selected candidate's education, skills, experience, and location will be used to determine the final salary offer. All pay ranges are based on a full-time work schedule. This statement is in accordance with state and local pay disclosure requirements.

Even more so than the generous compensation and benefits, the culture and values of BMW of North America makes it the ultimate working environment. These values are Responsibility, Appreciation, Transparency, Trust, and Openness. We allow these values to guide the way we conduct ourselves and our business.

At BMW, we are driven by diversity, equity, and inclusion. We are proud to be an Equal Opportunity Employer and are welcoming of all individuals, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.Requirements:

• Bachelor's degree required or equivalent work experience in: Automotive Diagnosis, Defect analysis, or within the Automotive Field.
• BMW/MINI Technical training courses
• Hazardous Materials and Dangerous Goods Shipper Certification
• ISO-9001:2015 Certification
• ISO-9001:2015 Lead Auditor
• Forklift Certification
• 4-6 years of: Automotive Technician, Master Technician Certification or equivalent
• 4-6 years of: Wholesale/Retail automotive experience with good working knowledge of automotive technology
• 3-5 years of: Customer Service with escalation, dealer inquiries
• 2-4 years of: Leadership Experience