Job Description

MSX International is seeking an Operations Specialist who will evaluate current dealer fixed operations, identify inefficiencies, and recommend areas for performance improvement. You will work closely with dealer staff to coach and mentor them on sales techniques and customer service standards to ensure the delivery of Dealer and OEM Business Plan Objectives. You will monitor dealer progress, recap actions taken, and recommend best practices to enhance customer experience. Additionally, you will track and report key performance metrics, identifying areas for improvement and celebrating successes.

Key Responsibilities:

• Evaluate current dealer operations to identify inefficiencies, gaps, and opportunities for performance improvement.

• Coach and mentor dealer staff on sales techniques and customer service standards to achieve Dealer Business Plans and Ford objectives.

• Monitor dealer progress between support actions, providing ongoing feedback and support.

• Accurately document actions taken and provide recommendations from on-site support visits.

• Implement best practices in customer service and sales techniques to enhance the overall customer experience.

• Track and report key performance metrics, identifying areas for improvement and celebrating successes.

• Collaborate with dealership management to develop and implement action plans for continuous improvement.

Qualifications

Qualified candidates must be highly motivated, self-starters who possess excellent customer relationship, communication and facilitation skills, with a high degree of interest in working in a field environment with minimal supervision. The successful candidate must also reflect an exceptional track record and attributes that includes:

• Will possess Aftermarket Experience; preferably Retail Tire Store Management experience
• OEM dealer contact experience is a plus, as well as excellent verbal and written communication skills
• This position requires proficiency with Microsoft Word, PowerPoint, Excel and Internet Explorer
• Ability to leverage relationships to identify and sell the business case for change
• Analyzing data from dealer financials and operational assessments to establish improvement action plans
• Implementation of service advisor selling systems and overall process improvement solutions at the aftermarket or retail level
• Ability to understand, establish and implement effective metrics to keep dealerships focused on growth and ROI
• Demonstrated proficiency with PC applications in a Windows environment
• Ability to train and utilize all aspects of Automotive Tire Sales and automotive service sales
• Ability to influence the sales personnel and technicians in the training processes and monitoring the results
• Bachelor Degree (preferred)

Additional Information

The wage range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets, experience and training, and other business and organizational needs. The disclosed range estimate may not have been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At MSXi, it is not typical for an individual to be hired at the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current annual range is $60k to $68k based on current experience.

MSX International is an Equal Employment Opportunity Employer committed to employing a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veteran status, age, or any other characteristic protected by law.