Extended Service Business Administrative Specialist - Ciudad de México - Ford Brasil

Descripción

What you'll be able to do:

The role of the Extended Service Business Administrative Specialist is to support the dealers who sell and customers who have purchased Ford and Lincoln Protect products.

• Manage the Ford/Lincoln Protect (FLP) roadside assistance program. Supervise the relationship, statement of work, invoicing and general issues between our roadside supplier and FLP.
• Manage the FLP Dealer Reserve Program. Be responsible for the usage and efficiency of the Dealer Reserve Website.
• Manage customer refund process.
• Manage the Ford/Lincoln Protect Hotline Responsible for call center service level metrics and issue resolution.
• Oversee the Contract Assistance team. The team processes cancellations, registrations, upgrades, transfers, rejected contracts.
• Develop and implement operational improvement for better effectiveness and efficiency.
• Manage Ford and Lincoln Protect Program Liaison team including incoming mail, registrations, cancel questions, contract changes, and special requests.
• Confirm fleet customer contracts are registered via a monthly file. Respond to fleet customer questions and special requests.
• Provide mentorship and support for Ford/Lincoln Protect customer legal matters and FLP executive escalations.
• Product owner/Manager for the Document Capture Workflow (DCW) data resource.
• Approve all customer cancellation refund checks.
• Approve dealer payments.
• Support the annual US/Canada product launch.
• Update the US Administration Manual for product launch.
• Participate in monthly customer and dealer hotline quality assurance calibration meetings.
• Maintain Call Center training/quality scores via disposition tracking.
• Lead all aspects of supplier relationships and pay invoices.
• Support Ford and Lincoln Protect Area Sales Managers on all facets of Ford/Lincoln Protect Administration.

Requisition ID : 26757