Dealer Operations Specialist

About the Role

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.

This role is perfect for someone who loves building relationships, teaching and sharing knowledge, enjoys problem solving, and takes pride in helping teams succeed.

Responsibilities

• Build relationships with assigned dealers (approximately 30-40), dealer operators, dealer managers, regional offices, and zone teams to achieve common goals.
• Evaluate the dealership’s service customer experience based on customer data and observations; assist in continuous improvements and problem resolution to build customer loyalty, including CSI performance and service lead close rates.
• Work with the dealership and digital district manager (if applicable) to analyze marketing and merchandising plans, including the dealership’s digital presence, against OEM brand direction, current market trends, and dealership’s customer needs to identify business opportunities.
• Achieve sales objectives for your district by consulting with dealerships on how to grow their fixed operations and maximize the OEM Parts program.
• Leverage data and technology by thoroughly preparing for each remote standardized dealer contact: identify dealer priorities/needs, review relevant reports, and prepare an agenda and presentation that addresses OEM and the dealer’s sales, retention, and revenue priorities.

Requirements

• Confident and skilled communicator with the ability to establish rapport by initiating and leading conversations.
• Active listener with exceptional verbal and written communication skills.
• Experience delivering data-driven presentations to all levels of dealership management.
• Previous customer service experience; creative in problem resolution and demonstrates the ability to think “out of the box” to solve customer issues.
• Analytical mindset with an understanding of metrics and reports and the story they tell.
• Natural teaching approach—always looking for ways to improve processes.
• Friendly and positive attitude with customers and co-workers.
• Ability to multi-task in a busy environment; able to work independently and collaboratively.
• Technology-savvy with the ability to leverage technology for purposeful and productive remote meetings.
• Proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook, and Teams).
• Passion to make a difference and succeed.