Dealer Operations Specialist

MSX International; Southfield (MI); On-site; USD 50,000 - 70,000; Full time

Job summary

MSX International in Southfield, Michigan is hiring a Dealership Operations Specialist to work closely with dealerships to enhance service customer experiences and drive profitability. This role requires exceptional communication skills, a data-driven mindset, and experience with customer service. You will evaluate dealership operations, collaborate with stakeholders, and leverage technology to support business growth. Ideal candidates should be proficient in Microsoft Office and have a passion for driving results.

Qualifications

• Ability to establish rapport with others and lead conversations.
• Exceptional verbal and written communication skills.
• Creative problem resolution abilities.
• Understanding metrics and reports.
• Friendly and positive attitude.

Responsibilities

• Build relationships with dealers and stakeholders.
• Evaluate service customer experience and assist in improvements.
• Analyze marketing and merchandising plans.
• Consult with dealerships to grow their operations.
• Prepare for dealer contacts with relevant agendas.

Skills

Confident and skilled communicator

Data-driven presentation experience

Customer service experience

Analytical mindset

Multi-tasking abilities

Technology savvy

Proficiency in Microsoft Office

Job description

Overview

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.

At MSX you’ll be working with dealerships to grow fixed operations profitability and increase customer retention, through exceptional experience. As a Dealership Operations Specialist, you’ll have the autonomy to run your territory, the support of a collaborative team, and the satisfaction of knowing your work makes a measurable impact for dealers and customers.

What You’ll Do

• 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.

Qualifications

• Confident and skilled communicator. Ability to establish rapport with others by initiating and leading conversations to make others feel comfortable. An active listener with exceptional 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.

Additional Information

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.