Executive Referral Manager

Executive Resolution Specialist Location: Sandy Springs, GA (

The Role We are seeking an Executive Resolution Specialist (ERS) to serve as the definitive voice of MBUSA. Managing a $2M+ annual budget for complex case resolutions, you will handle high-profile escalations on behalf of Executive Management, Legal, Engineering, and PR. You will balance financial stewardship with brand loyalty, turning challenging situations into customer-retention victories while protecting company interests.

Key Responsibilities

• High-Stakes Dispute Resolution: Negotiate post-warranty goodwill settlements and sales incentives (up to $6,000/case across 800+ cases annually).

• Legal & Product Liability Liaison: Partner with Legal and Engineering to investigate product liability claims and Lemon Law buybacks; represent the company in litigation or court proceedings if required.

• Cross-Functional Collaboration: Act as the Subject Matter Expert (SME) linking dealerships, Field teams, Warranty, and Engineering to resolve complex vehicle issues.

• Campaign Support: Actively facilitate crucial initiatives, including the Emission Modification Campaign (PG85), driving toward target completion rates.

• Technical Reporting: Proactively identify and report trending technical issues to alert engineering and product launch teams.

Requirements

• Education: Bachelor’s degree in Business Administration, Management, or equivalent work experience.

• Experience: 2–4 years of experience in administration, general business practices, or business management.

• Key Skills:
  • Fully conversant in MBUSA, DAG, and CAC policies, systems, and product lineups.

  • Superb negotiation, financial management, and "difficult message" delivery skills.

  • Ability to maintain complete composure under high pressure.

  • Willingness to travel (frequently at short notice) and work flexible, varied hours.

salary: $31.99 - $32 per hour
shift: First
work hours: 8 AM - 5 PM
education: High School

Responsibilities

Responsible for ALL customer communication on behalf of the BOM, Executive Management, Legal, Engineering Services, Dealer, Field, PR and/or internal departments. Responsible for management and appropriate distribution of $2mio+ budget for complex case resolution. Ability to negotiate, distribute and manage a post warranty budget. Deep knowledge of legal implications and financial penalty for Mercedes-Benz. Creative problem solving and thorough research to develop individualized and appropriate financial and creative personal experiences. Aptitude to deliver a difficult final resolution message. Promote customer loyalty, make the dealer the hero and leverage relationships for financially responsible outcomes that protect both dealer and company interests.








Overall Deliverables: This content should not be construed as an exhaustive statement of responsibilities or requirements. Employees may be required to perform other job related responsibilities in order for the department to achieve its’ goals.

Skills

• Manager

Qualifications

• Years of experience: 2 years
• Experience level: Experienced

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Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Randstad, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact View email address on us.fitly.work.

Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).

This posting is open for thirty (30) days.