Extended Service Business Administrative Specialist

hace 3 días

Naucalpan, México Ford Motor Company A tiempo completo

**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.

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    hace 5 días

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