ADR & Customer Connections Administrative Assistant

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.

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.

• 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

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

• 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

• Bachelor’s degree or equivalent experience in business administration, operations, or a related field preferred

The base salary for this position ranges between $21.63 to $24.04 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.

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
• Welcome All Facts, Share Difficult News First
• Conduct and Challenge Yourself Professionally
• Respect All, Work as a Broader Team

At MMNA, we embrace the strength that diverse perspectives and experiences bring to our team. Our application process is designed to champion inclusion and equity. We're on the lookout for the ideal fit for each role, valuing skills and experiences over traditional education or specific company backgrounds. Feel encouraged to apply, even if your profile doesn't precisely match the job description. We invite you to delve into a few thought-provoking questions in our application, offering you the opportunity to showcase your unique talents and insights right from the start.

Once you've submitted your application, expect to hear from us within 7 business days. We're committed to keeping you informed about the status of your application, ensuring transparency and open communication throughout the process. We understand that perfection is a journey, and if you ever have questions about your application or the process itself, don't hesitate to reach out to your recruiter. 

Mitsubishi Motors is proud to be an equal-opportunity employer, excited about collaborating with talented individuals of all identities. We do not discriminate based on identity, aligning with our commitment to fostering a diverse workplace. Our code of conduct serves as a guiding light for the company we aspire to be, celebrating our differences as the driving force behind a product that serves a global user base. 

We welcome applications from individuals with disabilities and is prepared to provide reasonable accommodations. If you require such accommodations for the job application or interview process, please email mmna-talent_acquisition@na.mitsubishi-motors.com.

We hope you will join us on this journey where your dedication aligns with our values, creating an environment that fosters growth, collaboration, and meaningful contributions.