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Title:  Pickup and Delivery Experience Coach - Memphis, TN

Location: 

Memphis, TN, US

Date:  Jun 15, 2022

 

Title: Pickup and Delivery Experienced Coach

Location: Memphis, Tennessee Region

Job Type: Full-time with Benefits  

 

 

Who We Are:  

We are MSX International – a leading, global provider of technology-enabled business process outsourcing (BPO) services to automotive manufacturers. For more than 25 years, MSX International has worked closely with vehicle manufacturers around the world. With over 5,000 employees based in more than 80 countries worldwide, our teams provide industry leading expertise.  We have combined our deep industry expertise with cutting-edge technology solutions to help our automotive clients increase revenue and reduce cost, while enhancing operational efficiency and customer satisfaction.  Our goal is to help our customers reach their full potential and to excel as their global partner of choice. 

 

What’s in it for you?  When you join our team, you become part of the MSX International, Inc. family. It’s more than a job – it’s the opportunity to build a career, make a difference, and be part of an exciting industry. 

 

Ford Pickup & Delivery provides a mutually beneficial experience for busy customers and the dealership's Service Department. Traditionally, Service traffic peaks at the beginning and end of the workday. Pickup & Delivery allows the dealership to schedule customers more evenly throughout the day because they're meeting customers on their terms. Also, when additional service opportunities are identified, customers are more likely to allow the work to be completed because Pickup & Delivery eliminates their biggest constraint – time. Customers can choose any dealership for service. Ford Pickup & Delivery provides the sort of experience that sets Ford apart from other brands.

 

As a Ford Pickup and Delivery Experience Coach, you provide insightful advice and hands-on technical support to Ford Dealers. In addition, you will offer guidance, knowledge, and best practices on using Redcap, a connected car platform. To be a successful PDL Experience Coach, you must have a passion for technology, customer experience, and service operations. 

 

 

Essential Duties and Responsibilities – continued. 

 

  • Design and maintain a consistent Pickup & Delivery Experience for customers from appointment to delivery
  • Become a subject matter expert on technology – Redcap, Ford pass, CRM, BDC Appointments, in-house scheduling tools, and DMS  
  • Provide best practices on how to track and monitor progress through DMS -ROs, BDC, CRM, and CXOne 
  • Hands-on software application training 
  • Face-to-face interactions in dealership settings with all customer-facing dealership employees
  • Counsel dealership management on leveraging the Ford PDL to grow sales in both fixed and variable departments
  • Counsel dealership management on leveraging Ford PDL to improve customer satisfaction scores and increase customer loyalty. Retaining customers is always a less expensive proposition than conquest new customers
  • Communication and documentation after each contact with the dealership. 
    • Meet defined metric goals for assigned dealers within a set geographic area 
    • Ensure proper Business Development Center (BDC) service department integration 
    • Interface with Regional Sales, Service, Parts, and Zone management to ensure cross-communication of dealer process changes underway and any opportunities for improvement 

 

  

Qualifications 

 

  • Two years of automotive experience in service operations preferred, i.e., coaching, consulting, in-dealer, or representative
  • 1-2 years of professional coaching/consulting knowledge or significant related professional experience
  • Omnichannel / digital touchpoints experience preferred 
  • Proven ability to ability to adhere to a schedule of customer appointments 
  • Ability to understand business strategy and translate it into learning solutions.
  • Ability to deal with ambiguity and fast-paced change driven by growth and client needs
  • Strong People Skills and a knack for problem-solving
  • Highly analytical and data-driven
  • Demonstrated ability to effectively collaborate with multiple stakeholders.
  • Bilingual language skills (English/Spanish) preferred
  • Strong Facilitation Skills 
  • Understands Emotional Intelligence 
  • Proficient with the 2021 Microsoft Suite/Office365 (XLS, Visio, PPT, Word)
  • Tech Savvy  
  • Travel Required – 70%

 

Equal Employment Opportunity Statement

 

We're proud to be a woman and minority-led Equal Opportunity Employer. We're committed to building a diverse and inclusive workplace where everyone feels welcome and can bring their whole selves to work. We believe a team that reflects a variety of backgrounds and perspectives helps us better serve the needs of our customers, and we celebrate diversity in all forms. As an Equal Opportunity Employer, we're committed to living out these values in all aspects of hiring, employee engagement, and retention.

 

 

 Who You Are 

 

  • Love how it feels to encourage others – You bring excitement and energy to new technology. 
  • Strong interest in technology – You are always learning new technology and have agility at learning new products and features. 
  • A player-coach — You're comfortable switching gears between tactical execution on the front lines with customers and strategic planning and performance with a clear understanding of the bigger picture.
  • An exceptional people leader — You possess strong leadership skills and a proven history of attracting, developing, and motivating others around the Ford Service Pickup and Delivery brand's mission, vision, and values.
  • A data-driven decision maker — You've got solid analytical skills with the ability to analyze and interpret data to deliver insights that optimize business performance.
  • A collaborative team player — You work effectively with others and love collaborating cross-functionally on high-impact projects that add value.
  • A Customer Experience (CX) thought leader — You're deeply knowledgeable about the latest industry trends, best practices, software, and tools, and leverage those insights to raise the bar for our CX function continuously 

 

How You Will Succeed 

 

  • Understands the challenges of the automotive operations and employees, e.g., Sales, Service, and Parts  
  • Work directly with Leadership Team to gain momentum on Loyalty Programs Best Practices 
  • You have strong people skills, you are approachable, a good listener, and empathetic 
  • Owns accountability for Ford Service Pickup and Delivery performance metrics, ensuring KPIs are achieved or exceeded.
  • Strong influence, negotiation, analytical, and passionate about Ford, eager to share this passion with other 
  • Excellent written and verbal communication skills
  • Use powerful questions to raise awareness of areas of opportunity. 
  • Comfortable with working with groups or individuals
  • Embraces diversity, thinking, and motivating others through challenging situations. 
  • Ability to develop collaborative relationships and become a trusted partner.

 

 

 

Essential Duties and Responsibilities

 

The candidate will exhibit strategic vision, analytical solid/process skills, a bias for action, and the ability to partner with others to influence strategy, improve the Ford Pickup and Delivery customer experience and drive results. In addition, the candidate will target opportunities for improvement within their organization; you will propose long-term training and business advisory solutions to leverage the Ford Pickup and Delivery technology and processes.

 

To ensure a consistent process is implemented, you will partner with your Ford dealers to review their PDL customer experience. Journey mapping the customer experience and providing insight on how the technology can be integrated into the service department roles. You are encouraging a growth set mindset by working with the design and maintenance of the PDL process. Customer loyalty programs and applications help build a more engaging customer experience, retention, and satisfaction. As the expert, you will evaluate the training needs of your Ford dealers, develop a training plan, and execute it. Your support for Ford Dealer employees boosts their performance and expands their skills. 

Position Incentives

 

  • PDL Performance Incentive  
  • Car Allowance
  • Resource will utilize American Express Travel Services for all travel bookings.  All travel miles/points earned are provided to employee for future personal utilization.
  • Ford Laptop PC and Cell Phone provided
  • You manage your flexible schedule
  • Full time Salary position
  • Additional opportunity to promote within MSXI working with multiple OEM’s across the USA

 

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. 

 

 

If you are interested in this position apply here   

https://careers.msxi.com  

#MSXNAJobs 

 


Nearest Major Market: Memphis

Job Segment: BPO, Consulting, CRM, Automotive, Operations, Technology, Bilingual

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