Client Ownership Specialist

What You'll Be Doing

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.

Hours of Operations: Monday to Friday 7am to 3:30pm EST

Full Time - (40 hours a week) This is an 100% onsite role based at the Ford World Headquarters Vehicle Service Center in Dearborn, MI (4751 Mercury Dr.)

During a Typical Day, You'll

Communication

• Manage incoming questions through AskLincoln.com, for the 150-200 Limited Engagement Lincoln stores that are not assigned a Field contact representative
• The Ownership Specialist will 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

Inbound Resource

• 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

What You Bring to the Role

Education

• Associates or Bachelors degree preferred, or equivalent related experience

Experience

• 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
• Experience in automotive industry preferred

Skills

• 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

What You Can Expect

• Hourly rate of $31.62 to $33.00 depending on the Hiring Manager
• Health/Dental/Vision/Life Insurance
• Flexible Spending Account (FSA) and Health Savings Account (HSA)
• 401(k) with company match
• Vacation/Sick Time and Paid Holidays
• Tuition Reimbursement
• Employee Assistance Program
• Employee Discount Program
• Training and Development Programs (Percepta College)
• Employee Rewards Program (Perci Perks)

Established in 2000 as a joint venture with TTEC, Percepta specialized in creating customer loyalty to its clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring first-class service across each market we support.

Our values are the heartbeat of our organization, and we live, breathe, and play by them daily. At Percepta, we:

• Lead with humility - We listen first, lead with empathy, and stay grounded-so people and ideas have room to grow.
• Service beyond self - We serve others-clients, customers, and teammates-with care and integrity in every interaction.
• Leave it better - We take ownership and leave every process, person, and place better than we found it.
• Win together - We succeed as one-celebrating, supporting, and showing up for each other.
• Deliver remarkable - We go beyond expectations to create bold, meaningful moments that stand out.

Percepta is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Percepta embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their unique way.

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