Importer Customer Service Advisor

MSX International Group is the leading global provider of outsourced business solutions for the automotive industry making business in more than 80 countries. MSXI’s deep industry expertise combined with advanced data analytics and custom software solutions improve the performance of automotive dealership networks by increasing revenue, reducing cost, and enhancing customer satisfaction. 

Are you experienced in automotive aftersales and looking for a new challenge in a dynamic, customer-focused environment? 

MSX International has the job for you!
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.

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.

This is an excellent opportunity for an individual with strong technical knowledge and a passion for customer service.

     The ideal candidate will have:

• Automotive experience, ideally in aftersales processes.
• Knowledge of automotive warranty systems and policies.
• The ability to stay up to date with new vehicle technologies (AI/LLMs).
• Strong problem-solving and analytical skills.
• Excellent communication and negotiation skills in English.
• A service-minded approach and the ability to work independently.
• Experience with consumer laws in different markets is a plus.          

What we can offer

• Competitive salary
• Private health insurance
• A professional but relaxed and flexible working environment, as part of a welcoming team
• Potential to progress within the company, with global opportunities updated regularly

Working Pattern and Location

• Office Location: Szentendre
• Hybrid working method
• 40 hours per week
• Permanent
• Monday-Friday

MSX is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy or maternity. As users of the disability confident scheme, we guarantee to interview all disabled applicants who meet the minimum criteria for the vacancy.