ADR & Customer Connections Administrative Assistant

About the role

The Alternative Dispute Resolution (ADR) and Customer Connections Admin supports both the ADR and Customer Connections teams by handling a variety of administrative and operational tasks. This role plays a key part in ensuring smooth departmental processes, including billing, case tracking, and vehicle disposition. The position also provides ongoing support to regional and district teams while assisting Customer Connections leadership with daily operations. This position is based at the company's Franklin, TN headquarters. The Customer Relations team operates on a hybrid schedule, coming into the office 1-2 days per week with the flexibility to work remotely 3-4 days per week. Standard working hours are Monday through Friday, 8:00 AM to 5:00 PM, including a one-hour lunch break. Travel requirements for this role are minimal, limited primarily to local dealerships and the Franklin, TN technology center. Role Summary This role is responsible for coordinating administrative functions across ADR and Customer Connections, with a focus on tracking deadlines, supporting dispute resolution processes, and overseeing vehicle disposition activities. The position requires cross-functional collaboration with internal stakeholders such as Legal, Vehicle Logistics, and Aftersales, as well as external vendors, to ensure efficient operations and positive customer experience. This role reports to the Manager, Customer Connections and Alternative Dispute Resolution. As the ADR & Customer Connections Admin, You Will: Assist with vehicle disposition and disposal processes, including resolving moderately complex issues, coordinating with vendors, handling auction transportation, and overseeing title applications Partner with regional teams and internal stakeholders (Legal, Vehicle Logistics, Aftersales) to coordinate vehicle dispatch, support ADR and Customer Connections processes, and ensure operational alignment Review claims invoices, track surrendered vehicle costs (including tax recovery), and support reporting and invoice creation to recover expenses Ensure timely handling and routing of legal documents, partnering with Legal to track cases and prevent delays Provide administrative and operational support to Customer Connections management to enhance overall customer experience Contribute to cross-functional projects and support ongoing training and process improvement initiatives Consistently meet departmental goals and deadlines while supporting broader team and company objectives Measuring Your Momentum: First 90 Days - Getting up to Speed Build a strong understanding of the distinctions between Customer Connections and ADR functions, and how they operate together Develop the ability to effectively manage multiple priorities with a high level of organization and accuracy Gain solid comprehension of ADR principles, processes, and billing requirements Demonstrate proficiency in core administrative responsibilities, including billing, ADR calendar management, and resolution support Provide consistent support to Specialists across both ADR and Customer Connections teams Proactively support the Customer Relations Manager and identify opportunities to assist team members both internally and in the field Develop and implement a structured process for maintaining accurate billing records Prepare and support monthly billing reporting for executive leadership Begin contributing to overall team efficiency by identifying opportunities to improve processes and workflows Year 1 Victory Lap Demonstrate the ability to manage multiple priorities from leadership effectively Maintain a professional and courteous approach when supporting internal colleagues and field teams Take a proactive approach to department initiatives, with a focus on improving processes and enhancing the customer experience Identify and implement efficiencies that help reduce the workload of the Customer Relations Manager Consistently support leadership i

Benefits

Additional Information

Join the Mitsubishi Motors North America (MMNA) Team! At Mitsubishi Motors NA, we are driving innovation, quality, and excellence in the automotive industry. Our commitment to delivering cutting-edge vehicles goes hand in hand with our dedication to fostering a dynamic and inclusive work environment. Our team members are the driving force behind our success, and we believe in empowering individuals to contribute their unique skills and perspectives. We are a collaborative and forward-thinking team that values diversity, creativity, and continuous improvement. At MMNA, your career is not just a job but a journey of growth. Benefit from ongoing employee development programs, contribute to our impactful Community Relations initiatives, and enjoy a range of employee benefits that make your experience with us exceptional. Be part of a company proud of its heritage and excited about the future where together, we shape the future of mobility and drive success in every mile.

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