MSX INTERNATIONAL HAS THE JOB FOR YOU!

Are you experienced in automotive aftersales and looking for a new challenge in a dynamic, customer-focused environment?
We have an exciting opportunity to join our Global Customer Service Escalation Team, supporting Ford Motor Company and its importer markets in resolving complex customer service cases.

THE ROLE

As an Importer Customer Service Advisor, you will be the key link between Ford Motor Company and Ford’s importer markets Denmark, Finland or Sweden, providing expert guidance (all English spoken) on complex customer service cases.

Your role will involve:

• Escalation Management – Investigating and resolving technical, parts, and FordPass-related cases escalated from importer markets.
• Agent Guidance & Training – Supporting importer customer service agents, ensuring adherence to Ford’s policies and procedures.
• IT Support Coordination – Raising and tracking IT tickets for central Ford support.
• Goodwill Budget Management – Managing the Customer Loyalty Program (Goodwill), approving budget requests, and monitoring spending.
• Quality & SLA Compliance – Ensuring all cases meet Ford’s quality standards and service level agreements (SLAs).
• Data & Reporting – Accurately recording case details and providing insights when required.from a write-off situation allowing an increase in Revenue for Bodyshop, Dealer and Manufacturer. Part of the role will involve.

THE MSXI PURPOSE

To empower Movers and Makers to thrive in our ever-changing world