Dispute Resolution Administrator

Toyota North America • Los Angeles, CA

21h

About The Position

Overview Who we are Collaborative. Respectful. A place to dream and do. These are just a few words that describe what life is like at Toyota. As one of the world’s most admired brands, Toyota is growing and leading the future of mobility through innovative, high-quality solutions designed to enhance lives and delight those we serve. We’re looking for talented team members who want to Dream. Do. Grow. with us. To save time applying, Toyota does not offer sponsorship of job applicants for employment-based visas or any other work authorization for this position at this time. Who We’re Looking For The Los Angeles Region Customer First Department is seeking a passionate and highly motivated Customer First Administrator. In this role, you will support customer relations, customer retention, and vehicle buyback processes by applying Toyota policies, procedures, and philosophies across both sales and service operations. Your work will help maximize customer satisfaction and loyalty among Toyota customers and dealers. What you’ll be doing Customer Case Management Process Lemon Law cases, including California Lemon Law and attorney‑represented cases Request and review repair orders and sales documents from dealerships Input and maintain repair history in Toyota’s Guest Experience Platform (GEP) Analyze repair history and case details to determine repurchase eligibility Distribute customer cases to appropriate regional personnel Buyback & Resolution Operations Coordinate mandatory and voluntary buyback repairs and vehicle pickups with Field Technical Specialists (FTS) Process repurchase and replacement transactions Prepare documentation for TMNA Legal and Dispute Resolution teams Support legal case preparation and documentation needs Regulatory & External Case Support Process Attorney General and Better Business Bureau inquiries Execute National Service History change requests Cross‑Functional Collaboration Partner with District Managers, District Service & Parts Managers, and FTS teams to support case resolution and customer satisfaction Support the Toyota LA Region with ad hoc requests as business needs arise What you bring College degree or equivalent professional work experience Knowledge of Dispute Resolution policies and procedures Proficiency with Microsoft Word and Excel Understanding of California Lemon Law Strong communication, organizational, and time‑management skills. Added bonus if you have Working knowledge of Toyota’s GEP (Guest Experience Platform) Knowledge of Toyota’s DR (Dispute Resolution) policies and procedures Fluent in Spanish (written & spoken) Legal Experience What We’ll Bring During your interview process, our team can fill you in on all the details of our industry-leading benefits and career development opportunities. A few highlights include: A work environment built on teamwork, flexibility and respect Professional growth and development programs to help advance your career, as well as tuition reimbursement Team Member Vehicle Purchase Discount Toyota Team Member Lease Vehicle Program (if applicable) Comprehensive health care and wellness plans for your entire family Toyota 401(k) Savings Plan featuring a company match, as well as an annual retirement contribution from Toyota regardless of whether you contribute Paid holidays and paid time off Referral services related to prenatal services, adoption, childcare, schools and more Tax Advantaged Accounts (Health Savings Account, Health Care FSA, Dependent Care FSA) The annual base salary range for this position is $59,700.00 - $97,000.00. Belonging at Toyota Our success begins and ends with our people. We embrace all perspectives and value unique human experiences. Respect for all is our North Star. Toyota is proud to have 10+ different Business Partnering Groups across 100 different North American chapter locations that support team members’ efforts to dream, do and grow without questioning that they belong. Applicants for our positions are considered without regard to race, ethnicity, national origin, sex, sexual orientation, gender identity or expression, age, disability, religion, military or veteran status, or any other characteristics protected by law. Have a question, need assistance with your application or do you require any special accommodations? Please send an email to [email protected]. At Toyota, we don’t just have a vision, but a group of talented, dedicated people who work hard every day to turn that vision into reality. Our mission is to build a future where everyone has the freedom to move. We believe that nothing is impossible. We have big dreams and persevere through any obstacles. We work together to create the future of mobility and make the world a better place. Career Possibilities: Toyota is a place for people who dream big and are determined to make those dreams a reality. We encourage innovation and look for people who will challenge the status quo in order to make the world a better place. We thrive on teamwork and collaboration and know diverse backgrounds, experiences and perspectives are not only the right thing for our people, they are a business imperative. Together, we’re empowered to forge our own paths — to be agile, curious and embrace a growth mindset and immerse ourselves in situations to gain new perspectives and to inspire bold, innovative ways of thinking and working. Our success as a company is directly tied to our team members’ success, and our collective ability to give back to society through an unwavering commitment to delight our customers and make people’s lives better. If you want to be part of the next-generation of innovations that help keep the world moving, then join us. And let’s start our impossible, together.

Requirements

• College degree or equivalent professional work experience
• Knowledge of Dispute Resolution policies and procedures
• Proficiency with Microsoft Word and Excel
• Understanding of California Lemon Law
• Strong communication, organizational, and time‑management skills.

Nice To Haves

• Working knowledge of Toyota’s GEP (Guest Experience Platform)
• Knowledge of Toyota’s DR (Dispute Resolution) policies and procedures
• Fluent in Spanish (written & spoken)
• Legal Experience

Responsibilities

• Customer Case Management Process Lemon Law cases, including California Lemon Law and attorney‑represented cases
• Request and review repair orders and sales documents from dealerships
• Input and maintain repair history in Toyota’s Guest Experience Platform (GEP)
• Analyze repair history and case details to determine repurchase eligibility
• Distribute customer cases to appropriate regional personnel
• Buyback & Resolution Operations Coordinate mandatory and voluntary buyback repairs and vehicle pickups with Field Technical Specialists (FTS)
• Process repurchase and replacement transactions
• Prepare documentation for TMNA Legal and Dispute Resolution teams
• Support legal case preparation and documentation needs
• Regulatory & External Case Support Process Attorney General and Better Business Bureau inquiries
• Execute National Service History change requests
• Cross‑Functional Collaboration Partner with District Managers, District Service & Parts Managers, and FTS teams to support case resolution and customer satisfaction
• Support the Toyota LA Region with ad hoc requests as business needs arise

Benefits

• A work environment built on teamwork, flexibility and respect
• Professional growth and development programs to help advance your career, as well as tuition reimbursement
• Team Member Vehicle Purchase Discount
• Toyota Team Member Lease Vehicle Program (if applicable)
• Comprehensive health care and wellness plans for your entire family
• Toyota 401(k) Savings Plan featuring a company match, as well as an annual retirement contribution from Toyota regardless of whether you contribute
• Paid holidays and paid time off
• Referral services related to prenatal services, adoption, childcare, schools and more
• Tax Advantaged Accounts (Health Savings Account, Health Care FSA, Dependent Care FSA)

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level