Customer Service Specialist

Company DescriptionMSX 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 DescriptionPurpose of the PositionThe 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 ResponsibilitiesThe 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 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 Force 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 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 situationsResources:Additional ResponsibilitiesShare 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 NetworkQualificationsAuthoritiesIndependent 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 applicationsQualificationsMaster’s degree obtained or in progress (technical or economic disciplines)ExperienceNoneLanguagesGood knowledge of EnglishAdditional InformationWith 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.The MSX PurposeTo empower Movers and Makers to thrive in our ever-changing worldThe MSX MissionTo 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 VisionTo 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.