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Interface with approximately 30 – 40 assigned dealerships to proactively consult and provide support
Build strong relationships with dealer operators, dealer managers, regional offices and zone teams
Dealership contacts utilizing various communication devices and technologies (phone, text, email, screen share, FaceTime and IM)
Thoroughly prepare for each remote standardized dealer contact by identifying dealer priorities/needs, reviewing relevant reports, and preparing an agenda that addresses GM’s and the dealer’s sales, retention and revenue priorities.
Consult with dealership to increase the fixed operations overall customer retention and profitability and identify follow-up or action items for next contact Achieve sales objectives for district by consulting with dealerships on how to grow their fixed operations and maximize the Part and Service Excellence (PASE) program Focus one’s efforts on evaluating the parts department inventory management processes to eliminate waste, increase parts loyalty and profitability and improve efficiencies
Coordinate resolution to warranty and customer related issues by working with the Warranty Support Center, Regional Warranty team and Customer Assistance following GM policies & procedures
Focus one’s efforts on evaluating the dealership’s service customer experience based on customer data and observations and assist in continuous improvements / problem resolution to build customer loyalty, including CSI performance, service lead close rates, etc.
Work with dealership and digital district manager (if applicable) to analyze marketing and merchandising plan, including dealership’s digital presence, against GM brand direction, current market trends and dealership’s customer needs to identify business opportunities
Set priorities to execute assigned responsibilities independently, and willingly takes on any task to grow fixed operations by acting as the dealerships trusted advisor Stay abreast of changes in General Motors and industry to adapt quickly.
Evaluate processes, systems and tools to make alterations
Integrate and communicate with all representatives that call on the dealership on behalf of GM to offer outstanding and cohesive support. For example: Work with your sales counterpart to create a dealer business plan and monitor progress to plan throughout the year
Efficiently and effectively deal with customer needs and issues as they arise. Determine key issues and resolutions Maintain a working knowledge of the competitive service environment within assigned markets Effectively manage time and projects and measure/prioritize work with limited supervision Use knowledge of marketing fundamentals (Product, Price, Place, Promotion) to develop and execute retail marketing plans Implement strategies - with MSXI Filed Team to grow the business, increase efficiency customer satisfaction, and customer service retention.
Meet defined metric goals Share best practices, ideas, success stories and analysis techniques Complete other special assignments if necessary Previous automotive dealership experience, or equivalent experience.
Knowledge of automotive parts and service systems.
Basic knowledge of the dealer operating report and fixed analysis tools.
Understanding of metrics and reports.
Basic knowledge of dealership profit department structure and interconnectivity.
Establishes rapport with others by initiating and leading conversations to make other’s feel comfortable.
Considers the impact of customers in the decision making process.
Excellent communication skills:
Must be a good listener as well as a good communicator both in person and over the phone.
Must have appropriate writing skills when communicating messages and reports.
Must be computer literate and have experience with Microsoft Office products.
Is creative in problem resolution and demonstrates the ability to think “out of the box” Makes it a priority to solve the customer issues.
Ability to overcome objections and obstacles during day to day activities.
Can develop presentations and deliver those presentations to Executive Management.
Ability to effectively facilitate meetings.
Ability to train groups or individuals as required.
Demonstrates a friendly and positive attitude with customers and co-workers.
Must be able to multi-task in a busy environment. Able to work independently and with other team members.
Proficient with building and designing material reports and charts to track performance.
Proficient at Microsoft Office (Word, Excel, PowerPoint).
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.
MSX has been a trusted partner to leading vehicle manufacturers, their retailers, and mobility organizations globally for more than 30 years. Our unwavering commitment is to help our clients transform their businesses and effectively manage operations in the areas of: Sales Performance; Repair Optimization and Compliance; Parts and Accessories Sales Performance; and Consumer Engagement. With our global teams, industry expertise, and the power of technology, we design and deliver tailored, sustainable, and innovative solutions and services that help our clients optimize their operations and captivate their customers.