Job Description Bilingual CAMVAP & Legal Liaison Specialist (12-Month Acting/Contract) R4 Scarborough, ON (Hybrid) Deadline: Please apply before September 2nd Toyota Canada Inc. (TCI) currently has an exciting 12-month acting/contract opportunity for an experienced bilingual customer-focused professional, specializing in escalated legal cases within the Customer Experience department of Toyota Canada. Reporting to the Manager, Customer Relations, the selected candidate will be accountable for overseeing complex customer cases for both Toyota and Lexus brands related to Small Claims Court, Lemon law and the Canadian Automotive Vehicle Arbitration Program (CAMVAP). The incumbent will play an active role in the investigation, resolution, and representation of Toyota and Lexus Canada. The ideal candidate will have a strong comprehension of automotive service operations, warranty policies, and consumer protection regulations, and will work closely with internal departments and legal teams at TCI to ensure fair and timely resolutions. What We’ll Bring: Company & Culture A hybrid work environment A work environment built on teamwork, flexibility and respect Professional growth and development programs to help advance your career A focus on respect for people and continuous improvement Summer Hours – condensed work week during the summer Benefits Competitive compensation package Extended health care and dental benefits effective immediately Associate vehicle discount program Paid holiday shutdown and competitive paid time off benefits What You'll Be Doing: Oversee customer relations matters that escalate to CAMVAP Oversee the Quebec mise en demure and small claims court cases within the bounds of the Quebec Legal system Effectively handle Small Claims Court cases within the Law and Lemon Law related cases within time limitations Facilitate CAMVAP & Legal related meetings and deliver meeting minutes Maintain a professional relationship with customers, ensuring integrity and consistency in the resolution of escalated customer matters Work closely with other areas of the company who assist in the resolution of these escalated customer matters. (i.e. Product Quality & Service Support (PQSS), Technical Assistance (TAS), Vehicle Safety and Compliance Liaison Office of Canada (VSCLOC), Legal, Product Planning, Warranty, Marketing, Parts Distribution Centres, Parts Supply, Fleet, Toyota Certified Used Vehicles (TCUV)/Lexus Certified Pre-Owned (LCPO), Lexus, Legal, Zones, Finance & Accounting, etc.) Work closely with TCI Legal department and the Zones offices on all related CAMVAP/ Legal matters from across the country Coach and train other TCI associates on CAMVAP and legal cases as necessary Assist in claim handling in the Claims Processing System (CPS) system in SAP and other SAP transactions as required Report weekly to the Manager and National Manager of Customer Experience on all escalated cases Assist Tier 3 call agents with escalated executive cases as required Travel to represent Toyota Canada Inc. in court is required What You Bring: Post-secondary diploma or degree in Business, Legal Studies or a related field 3-5 years’ experience in the automotive industry is preferred, but not required Bilingual in French and English (oral and written) is a must Knowledge of legal and regulatory frameworks relevant to customer rights, warranties, and service agreements Experience in the negotiation and arbitration of settlements highly desired Demonstrated knowledge of Microsoft Office applications High attention to detail and strong organizational abilities Exceptional communication (both written and verbal) to handle sensitive conversations with professionalism and empathy Aptitude for conflict resolution and negotiation to de-escalate tense circumstances and to find mutually acceptable solutions Critical thinking and problem-solving skills to assess issues thoroughly and recommend appropriate actions Identify trends in escalated cases and recommend process improvements to reduce recurrence Discretion and confidentiality in handling personal and legal information About Us Toyota Canada Inc. is the exclusive Canadian distributor of Toyota and Lexus vehicles. Toyota Canada's head office is in Toronto, with regional offices in Vancouver, Calgary, Montreal and Halifax. Toyota parts and accessories are distributed through TCI's Parts Distribution Centres in Bowmanville and Vancouver. TCI supports over 287 Toyota and Lexus dealers in Canada with services that include training, sales, marketing, environmental and customer satisfaction initiatives. What Sets Us Apart? A focus on people, passion for Toyota, innovation and continuous improvement have made us an award-winning company, recognized worldwide for our technological leadership and superior standards of quality, community involvement and environmental responsibility. What You Should Know: Our success begins and ends with our people. We embrace diverse perspectives and value unique human experiences. We are proud to be an equal opportunity employer that celebrates the diversity of the communities where we live and do business. Applicants for our positions are considered without regard to race, ethnicity, national origin, sex, sexual orientation, gender identity or expression, age, disability, religion, or any other characteristics protected by law. Please advise us at any point during the recruitment and selection process or your employment if you require accommodation. #LI-MC1 #LI-Hybrid About Toyota in Canada Toyota has a proud legacy of over 50 years of operating in Canada with three affiliated companies responsible for the manufacturing, sales and financing of Toyota and Lexus vehicles in Canada. These are Toyota Motor Manufacturing Canada, Toyota Canada Inc. and Toyota Financial Services. From exhilarating design and revolutionary manufacturing processes, to innovations in safety and connectivity, we’re building vehicles that make our roads safer, our communities cleaner and inspire our customers and employees to make the most of every journey. On this site you can view open positions for both Toyota Canada Inc. and Toyota Financial Services. For open positions at our Toyota Motor Manufacturing Canada plant located in Cambridge, please click here. You can also learn more about all three companies below. Toyota Canada Inc. Toyota Canada Inc. (TCI) is responsible for the marketing, sales, distribution and customer service of Toyota and Lexus products and services across Canada. With our 287 dealer partners, we strive to deliver industry leading experiences for our customers. TCI’s head office is located in Toronto, with regional offices in Vancouver, Calgary, Montreal and Halifax, and Parts Distribution Centres in Toronto and Vancouver. Toyota Financial Services Toyota Financial Services (TFS) provides retail, leasing and wholesale financial services to Toyota and Lexus dealerships and customers across Canada. TFS is a member of Toyota Financial Services Corporation (TFSC), a wholly-owned subsidiary of Toyota Motor Corporation in Japan with the Canadian operation headquarters in Markham, Ontario. At Toyota Financial Services (TFS), you will help create best in class customer experiences in an innovative, collaborative and team focused environment. TFS is constantly seeking new ways to innovate by creating products and services that add value for our customers. Toyota Motor Manufacturing Canada Toyota Motor Manufacturing Canada (TMMC) is a world-class automotive facility with manufacturing plants located in Cambridge and Woodstock, Ontario. Having produced more than eight million vehicles, we are one of the largest Toyota Motor Manufacturing facilities in North America. Recent investments at its facilities in Ontario will allow for increased production of the top-selling Toyota RAV4 and RAV4 Hybrid models in addition to the Lexus RX 350 and RX 450H vehicles.
