Customer Service Specialist

Job Description Purpose of the Position The BLM Project aims to acquire multichannel business opportunities for the sales force through telephone contact activities and commercial back-office support.Specifically, the BLM Advisor is responsible for managing the assigned customer portfolio and leads, with the goal of contacting companies to identify the person in charge of managing the corporate fleet (Purchasing Manager or Fleet Manager), in order to secure availability for an introductory meeting with the local sales staff and maximize sales opportunities for Ford Italia in the corporate fleet market.Duties and Responsibilities The BLM Advisor must achieve the daily project targets assigned to each team member, both in terms of the number of contacts generated and telephone accessibility.Key Responsibilities Include1. Outbound ActivitiesProfile and segment the business customer portfolio and leadsRegister company data using dedicated operational toolsContact registered companies by phone to obtain availability for direct appointments with the Sales Force2. Inbound ActivitiesCollect and manage quote requests from potential business customers via phone / emailAnalyze customer requests and prepare the related documentation to be forwarded to the Ford Dealer NetworkAssist and support customers seeking specific information about the Ford Business range and resolve any issues encountered3. Follow-up and re-contact activities for updates and monitoring of achieved results4. Preparation of project reports5. Training and onboarding of new resources6. Inform the Team Leader about critical situationsAdditional ResponsibilitiesResources:Share project best practices with new hires (on-the-job training)Inform the Team Leader about critical situations (unexpected issues not covered by project procedures), training needs, and IT system malfunctionsAssets & Tools:Take care of all assets (use them in compliance with company policies)Processes:Apply project proceduresSuggest process improvements (new implementation tools and activities, training material, etc.)Clients:Cooperate with the Ford Network and Ford Italia Zone Sales ManagersInform Zone Managers of any non-compliant behavior by the Ford NetworkAuthoritiesIndependent management of key clients and definition of action plans aimed at achieving assigned objectivesIndependent management of the call script (while respecting basic guidelines) to make communication more effectivePlanning activities and corrective actionsCompetencies (Knowledge and Skills Required)Strong interpersonal, telephone, and written communication skillsExcellent relational abilities and capacity to adopt different communication styles depending on the interlocutorProblem-solving skillsAnalytical and reporting skillsTime management skillsAbility to work effectively in a teamKnowledge of main Microsoft Office applicationsQualifications Master’s degree obtained or in progress (technical or economic disciplines)Experience NoneLanguages Good knowledge of EnglishAdditional Information With over 5,000 employees based in more than 80 countries across the globe, our teams provide industry leading expertise that spans :Consumer EngagementParts, Accessories & Service PerformanceActionable InsightsRepair Optimization & ComplianceLearning SolutionsDistribution & Sales PerformanceOur proven track record means that we now partner with almost every car manufacturer on the market.MSX Purpose To empower Movers and Makers to thrive in our ever-changing worldMSX Mission To harness our expertise in mobility, the creativity of our global teams, and the power of technology, to craft tailored, sustainable and innovative solutions.MSX Vision To be the clients’ first choice, recognized for our operational excellence and commitment to driving change and innovation in the mobility industry.Equal Opportunities Employer MSX is an equal opportunities employer and encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, neurodiversity or other personal characteristics and backgrounds, age, sexual orientation, gender reassignment, religion or belief, or marital and parental status. As users of the Disability Confident scheme, we interview all disabled applicants who meet the minimum criteria for the vacancy.#J-18808-Ljbffr