ESP Program Liaison (Hybrid)

At Percepta, we bring first-class service across each market we support. As an ESP Program Liaison in Dearborn, MI, you’ll be part of creating and delivering amazing customer experiences while enjoying a unique culture.

Responsibilities

• Serve as the subject matter expert for all Ford/Lincoln Protect (FLP) policies and procedures, including the Extended Service Competitive Make program (ESC).
• Provide support and guidance to Ford Management, Area Sales Managers (ASMs), and the Ford/Lincoln Protect Hotline.
• Analyze exception requests from ASMs relating to FLP or ESC programs and apply historical expertise to make independent decisions or recommendations.
• Respond to FLP or ESC program correspondence by:
  • Analyzing and researching historical documentation.
  • Seeking resources within the department or Ford to obtain necessary information.
  • Identifying and professionally communicating resolutions to the requester.
• Submit manual check requests for FLP and ESC programs, enter checks into the CCAP System (Ford Accounting System), and coordinate mailing with the Accounts Payable team in India.
• Coordinate with FedEx to ensure check tracking and provide follow-up/closure to the requester.
• Administer Ford/Lincoln Protect program launches, including:
  • Coordinating contract edit rules, mockups, and testing with vendor (Archway).
  • Reviewing marketing material and providing recommendations to Ford/Lincoln Protect Sales & Marketing personnel.
• Prepare bids/quotes for fleet customers and register contracts as directed.
• Administer the Dealer Walkaway Program and enroll/process dealer enrollments into the ESC Program.
• Document and maintain all FLP Program Liaison business processes.
• Communicate EFCs (Enterprise Functional Capabilities) pertaining to FLP to employees and Ford business partners.
• Serve as the liaison for documentation for legal requests and provide supporting documentation to the Ford Legal team.
• Act as the point of contact for the Ford/Lincoln Protect admin hotline for exceptions, escalations, or other assistance (3rd level support).
• Reconcile the monthly Roadside Report for Ford Management and the monthly CPO file to determine contract status (register, cancel, or inactivate).
• Enter and track Ford Purchase Orders in ARIBA and research related issues.
• Identify process improvements and best practices as needed.
• Complete additional tasks and projects as assigned.

Requirements

• High School diploma or equivalent required; some college coursework desired.
• One to three years’ experience, preferably in the Extended Service Plan program.

Benefits

• Health, Dental, Vision, and 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).

Pay

$16.90 per hour

Schedule

• Hybrid: 3 days onsite and 2 days remote (Thursday and Friday).
• Monday to Friday, 8:00 AM to 5:00 PM (40 hours per week).

About the Company

Established in 2000, Percepta operates contact centers globally, delivering a frictionless customer experience. Our values emphasize a culture of service, teamwork, respect, proactivity, career growth, diversity, and competitive compensation.