Client Ownership Specialist

Percepta•Dearborn, MI

1d•Remote

About The Position

The Lincoln Ownership Specialist takes direction from and supports the Market Area Sales & Inventory Manager, as part of Lincoln’s Center of Excellence and reporting through the Lincoln Field Operations department. The Lincoln Ownership Specialist will have primary responsibility for managing limited engagement Lincoln stores that are assigned as non-contact with ownership related questions. This role will manage a zone of approximately 150-200 dealerships, only for Lincoln specific ownership questions submitted through “AskLincoln.com”. The Lincoln Ownership Specialist role is very similar to the existing SDR Service Specialist role, except covering more stores and answering their incoming questions submitted through AskLincoln.com and will interface directly with the ownership/senior leadership of these dealerships for their questions submitted.

Requirements

3 – 5 years’ related experience
Experience with dealer operations and handling escalated customer issues
Experience in a marketing/sales or financial analysis function
Knowledge of Customer Contact Process and Guidelines, Escalated Handling Process
Strong oral and written communication skills, with ability to persuade and sell using a business case
Advanced analytical skills and financial acumen: ability to interpret financial statements and cash trend analysis reports
Ability to analyze dealer operating reports and program specific information to identify problems and opportunities and build effective business cases
Strong business acumen: ability to apply dealer service operations knowledge to drive improvements in customer and dealer satisfaction and sales revenue
Focused with tenacity to drive results in multiple locations
Creative and forward thinking; seeks opportunities for innovation and continuous improvement
Strong time management, organizational and planning skill with the ability to prioritize, multitask, adapt, and thrive in a fast paced, results driven environment
Ability to build relationships with dealer management and adapt approach to different management styles
Strong facilitation, active listening, and leadership skills; capable of effectively facilitating meetings and developing and delivering presentations
Strong customer service and conflict resolution skills, with a commitment to quality and customer satisfaction
Strong problem solving and decision-making skills
Self-starter, who demonstrates initiative, resourcefulness, and ability to work independently
Quick learner, with a desire and interest in learning new information
Excellent negotiation skills and a consultative approach
Knowledge of computers and software (MS Operating Software, MS Office Products)
Must represent Ford Motor Company and Percepta professionally with all clients and external organizations and contacts

Nice To Haves

Associates or Bachelors degree preferred, or equivalent related experience
Experience in automotive industry preferred

Responsibilities

Manage incoming questions through AskLincoln.com, for the 150-200 Limited Engagement Lincoln stores that are not assigned a Field contact representative
Focus on Service and Ownership related incoming questions
Act as the single point of contact for Lincoln Limited Engagement Dealerships for all service inquiries
Manage the effective outbound communication of programs, events, promotions/incentives, and training events/materials to assigned dealerships
Hold Limited Engagement Dealers accountable for service capacity related actions and requirements to ensure compliance with minimum service standards
Communicate Recalls to Assigned Dealers and accurately respond to requests for additional information or inquiries from Dealers
Respond to Limited Engagement Dealer inquiries for Parts Availability/Capacity
Build relationships with key stakeholders to deliver appropriate responses to Dealer parts availability and capacity inquiries. These include: Lincoln Field Team, Parts Distribution Center (PDC) Management, Parts Supply & Logistic (PS&L), Motorcraft Sales Management Team, Lincoln Concierge team, Lincoln Protect Area Sales Managers
Respond to Dealer request for analysis of key performance data to assigned dealership and develop and deliver accurate reports
Respond to requests for warranty policy, process, and claims questions from Limited Engagement dealers
Respond to Dealer Inquiries related to Lincoln Protect program