Adr & Customer Connections Administrative Assistant, Franklin

ADR & Customer Connections Administrative Assistant
Franklin, TN (Hybrid Position)
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.
About the Job
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 12 days per week with the flexibility to work remotely 34 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.
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 initiatives with reliability and a positive attitude
Contribute as an engaged, collaborative, and solutions-oriented team member
Ready to Join The Team?
You Should Have:
3+ years in administrative support, operations, or customer relations, ideally in a cross-functional environment
Strong understanding of ADR principles, processes, and billing requirements
Proficiency in administrative tasks, including calendar management, invoicing, and reporting
Ability to manage multiple priorities simultaneously with accuracy and attention to detail
Professional, courteous, and collaborative approach with internal teams and field colleagues
Proactive mindset with the ability to identify and implement process improvements
Strong organizational and analytical skills, including invoice analysis and reporting
Excellent verbal and written communication skills, able to liaise effectively across departments
Capable of building relationships with regional teams, internal stakeholders, and external vendors
Customer-focused mindset with commitment to enhancing the employee and client experience
Self-motivated with the ability to operate independently
Adaptable to changing priorities in a fast-paced, cross-functional environment
Committed to meeting departmental goals and contributing to company-wide objectives
Extra Horsepower (Profile Differentiators):
Bachelor's degree or equivalent experience in business administration, operations, or a related field preferred
Why Join Us?
Be part of a newly restructured team strategically aligned with the MMNA Momentum **** plan, focused on delivering exceptional customer experiences.
Join a dynamic group energized to improve processes and systems, driving innovation to meet evolving customer expectations.
Contribute to meaningful initiatives that directly impact the customer journey and help shape the future of the organization.
Work in a collaborative environment where forward-thinking ideas and proactive solutions are valued and encouraged.
Pay Transparency:
The base salary for this position ranges between $***** to $***** per hour.
The base salary will be based on a number of factors including the role offered, the individual's job-related knowledge, skills, and qualifications.
In addition to base salary, we are proud to offer a comprehensive and competitive benefits package for all eligible employees which also includes 401k with company match, Mitsubishi Lease Program, and a full range of medical, financial, and other perks and benefits.
Perks and Benefits:
Family First:
Enjoy comprehensive healthcare coverage, including medical, dental, and vision plans.
Be a Proud Mitsubishi Ambassador:
Take advantage of our Discounted Employee Lease Car program, covering insurance, maintenance, and registration fees, with no down payment or credit check required.
Secure Your Future:
Benefit from our 401(k) with Company match and annual contributions based on years of service.
Fuel Your Growth:
Access professional development opportunities, including training, tuition reimbursement, and employee resource groups.
Take Time for Yourself:
Enjoy up to 30 days of paid time off, including holidays, vacation, and other leave options.
Hybrid Working Environment:
Experience the perfect balance of remote and in-office work (~2 days remote, 3 days in-office) at our modern office, located in the vibrant Franklin, TN area.
Thrive in an Open Environment:
Experience our collaborative workspace where ideas flow freely.
The MMC Way:
Our values form the foundation of everything we do.
At Mitsubishi Motors, we are committed to a set of core principles that guide our actions, decisions, and interactions.
Our values reflect who we are as a company, how we collaborate, and the impact we aspire to make.
These values are what we call the MMC Way:
Think of Our Customers, Strengthen Trust
Enrich Society