Customer Service Specialist

Company Description
MSX International Group is the leading global provider of outsourced business solutions for the automotive industry making business in more than 80 countries. MSXI's deep industry expertise combined with advanced data analytics and custom software solutions improve the performance of automotive dealership networks by increasing revenue, reducing cost, and enhancing customer satisfaction.

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 Include:

• Outbound Activities
• Profile and segment the business customer portfolio and leads
• Register company data using dedicated operational tools
• Contact registered companies by phone to obtain availability for direct appointments with the Sales Force
• Inbound Activities
• Collect and manage quote requests from potential business customers via phone/email
• Analyze customer requests and prepare the related documentation to be forwarded to the Ford Dealer Network
• Assist and support customers seeking specific information about the Ford Business range and resolve any issues encountered
• Follow-up and re-contact activities for updates and monitoring of achieved results
• Preparation of project reports
• Training and onboarding of new resources
• Inform the Team Leader about critical situations

Resources:
Additional Responsibilities

• 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 malfunctions

Assets & Tools:

• Take care of all assets (use them in compliance with company policies)

Processes:

• Apply project procedures
• Suggest process improvements (new implementation tools and activities, training material, etc.)

Clients:

• Cooperate with the Ford Network and Ford Italia Zone Sales Managers
• Inform Zone Managers of any non-compliant behavior by the Ford Network

Qualifications
Authorities

• Independent management of key clients and definition of action plans aimed at achieving assigned objectives
• Independent management of the call script (while respecting basic guidelines) to make communication more effective
• Planning activities and corrective actions

*Competencies (Knowledge And Skills Required)*

• Strong interpersonal, telephone, and written communication skills
• Excellent relational abilities and capacity to adopt different communication styles depending on the interlocutor
• Problem-solving skills
• Analytical and reporting skills
• Time management skills
• Ability to work effectively in a team
• Knowledge of main Microsoft Office applications

*Qualifications*
Master's degree obtained or in progress (technical or economic disciplines)

*Experience*
None

Languages
Good knowledge of English

Additional Information

With Over 5,000 Employees Based In More Than 80 Countries Across The Globe, Our Teams Provide Industry Leading Expertise That Spans:

• Consumer Engagement
• Parts, Accessories & Service Performance
• Actionable Insights
• Repair Optimization & Compliance
• Learning Solutions
• Distribution & Sales Performance

Our proven track record means that we now partner with almost every car manufacturer on the market.

The MSX Purpose
To empower Movers and Makers to thrive in our ever-changing world

The MSX 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.

The MSX Vision
To be the clients' first choice, recognized for our operational excellence and commitment to driving change and innovation in the mobility industry.

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.