Dealer Operations Specialist

Summary

MSX International is a global partner to vehicle manufacturers, retailers, and mobility organizations, providing solutions that optimize operations and customer engagement. The Dealer Operations Specialist works with dealerships to improve fixed-operations profitability and customer retention by enhancing customer experience, increasing efficiency, maximizing parts inventory, achieving sales objectives, and resolving warranty issues.

Responsibilities

• **Build Relationships:** Work with assigned dealers (approximately 30-40), dealer operators, dealer managers, regional offices and zone teams to achieve common goals
• **Have a Consumer Mindset**: Evaluate 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
• **Be a Marketeer**: Work with dealership and digital district manager (if applicable) to analyze marketing and merchandising plan, including dealership’s digital presence, against OEM brand direction, current market trends and dealership’s customer needs to identify business opportunities
• **Grow the Business:** Achieve sales objectives for district by consulting with dealerships on how to grow their fixed operations and maximize the OEM Parts program
• **Leverage Data and Technology**: Thoroughly prepare for each remote standardized dealer contact by identifying dealer priorities/needs, reviewing relevant reports, and preparing an agenda and presentation that addresses OEM and the dealer’s sales, retention and revenue priorities

Skills

• Confident and skilled communicator. Ability to establish rapport with others by initiating and leading conversations to make others feel comfortable. An active listener with exception verbal and written communication skills
• Experience in delivering data-driven presentations to all levels of dealership management
• Previous customer service experience. Is creative in problem resolution and demonstrates the ability to think “out of the box”, makes it a priority to solve the customer issues
• Analytical mindset. Understanding of metrics and reports and the story they tell
• Natural teaching approach—always looking for ways to make things better
• Friendly and positive attitude with customers and co-workers
• Ability to multi-task in a busy environment. Able to work independently and with other team members
• Technology savvy. Ability to leverage technology to have purposeful and productive remote meetings
• Proficiency at Microsoft Office (Word, Excel, PowerPoint, Outlook and Teams)
• Passion to make a difference and succeed

Qualifications

Must Haves

• Confident and skilled communicator. Ability to establish rapport with others by initiating and leading conversations to make others feel comfortable. An active listener with exception verbal and written communication skills
• Experience in delivering data-driven presentations to all levels of dealership management
• Previous customer service experience. Is creative in problem resolution and demonstrates the ability to think “out of the box”, makes it a priority to solve the customer issues
• Analytical mindset. Understanding of metrics and reports and the story they tell
• Natural teaching approach—always looking for ways to make things better
• Friendly and positive attitude with customers and co-workers
• Ability to multi-task in a busy environment. Able to work independently and with other team members
• Technology savvy. Ability to leverage technology to have purposeful and productive remote meetings
• Proficiency at Microsoft Office (Word, Excel, PowerPoint, Outlook and Teams)
• Passion to make a difference and succeed

Benefits

• Home Based
• Remote work arrangement