MSX International

• Contributing to customer satisfaction by answering support requests and delivering high-quality diagnostic and repair service • Following the repair process and monitoring success, analyzing and reporting on gaps and advising on how to fill them • Reviewing existing processes to increase quality and reporting performance of dealers on escalated cases • Communicating with retailer staff, helping and coaching them, and documenting complex technical issues • Building relationships with retailers and customers to improve function effectiveness

Role Description The ECommerce Program Specialist is a cross-functional role responsible for supporting end-to-end digital order operations for client ecommerce programs, including accessory inbound processing, order fulfillment, packaging, and returns management. This position goes beyond transactional execution by leveraging data to improve processes, identify trends, and drive operational excellence across client engagements. The primary responsibility is to ensure secure and accurate fulfillment of online customer orders while delivering a best-in-class post-purchase experience for client programs. The ideal candidate combines strong operational execution with the ability to analyze data, identify root causes, and recommend actionable improvements. Key Functions and Responsibilities - Process open returns and refunds in accordance with client-defined procedures and financial controls - Triage customer inquiry tickets, determine root cause, and drive issues through to resolution - Ensure resolutions are compliant with client business rules, audit requirements, and financial guidelines - Support cross-functional teams to deliver seamless and best-in-class customer experience across client accounts - Manage open orders, returns, dealer/vendor compliance, and chargeback resolution - Identify and correct missing or inaccurate product information (pricing, categorization, imagery, descriptions) - Perform regular content and process audits and generate reporting to highlight gaps and improvement opportunities - Analyze operational and customer data to identify trends, inefficiencies, and root causes; provide actionable insights to improve processes, reduce defects, and enhance customer satisfaction - Attend/contribute/lead daily stand-up meetings to review progress, surface issues, and support rapid problem resolution - Leverage data tools (e.g., Excel, reporting platforms) to build dashboards, track KPIs, and support decision-making - Drive accountability to achieve or exceed client Key Performance Indicators (KPIs) - Develop, document, and continuously improve standard work and process documentation to support new and existing client projects Qualifications - Bachelor's degree required - Minimum 5 years of experience in operations and audit, ideally within an ecommerce, retail, or client services environment - Previous eCommerce experience (automotive accessories, dealer, OEM, or aftermarket preferred) - Strong analytical and data-driven mindset with the ability to interpret large data sets and translate insights into actions - Advanced Excel skills (pivot tables, VLOOKUP/XLOOKUP, data synthesis, trend analysis; familiarity with Power BI or similar tools is a plus) - Ability to work in ambiguous, fast-paced environments driven by growth and evolving client needs - Demonstrated ability to collaborate effectively across multiple stakeholders, functions, and client teams - Strong facilitation and problem-solving skills with a continuous improvement mindset - Excellent written and verbal communication skills, including the ability to present data-driven recommendations to clients - Proficient with Microsoft Office Suite / Office 365 Company Description MSX has been a trusted partner to leading vehicle manufacturers, their retailers, and mobility organizations globally for more than 30 years. Our unwavering commitment is to help our clients transform their businesses and effectively manage operations in the areas of: - Sales Performance - Repair Optimization and Compliance - Parts and Accessories Sales Performance - Consumer Engagement With our global teams, industry expertise, and the power of technology, we design and deliver tailored, sustainable, and innovative solutions and services that help our clients optimize their operations and captivate their customers.

• Work with assigned dealers (approximately 30-40) • Evaluate the dealership’s service customer experience based on customer data and observations • Assist in continuous improvements/problem resolution to build customer loyalty • Work with dealership and digital district manager (if applicable) to analyze marketing and merchandising plan • Achieve sales objectives for district by consulting with dealerships on how to grow their fixed operations • Thoroughly prepare for each remote standardized dealer contact by identifying dealer priorities/needs

• The Instructional Designer is responsible for the analysis, design, development, and continuous improvement of learning content that drives measurable performance outcomes in an automotive retail environment. • Design and develop comprehensive learning content across multiple modalities — including eLearning modules, virtual instructor-led training (vILT) facilitator guides, participant workbooks, job aids, quick-reference guides, and blended learning curricula — aligned with defined learning objectives and adult learning principles. • Create detailed storyboards that translate learning objectives into structured, sequenced instructional narratives, specifying content flow, interaction design, visual direction, assessment placement, and media requirements for each learning asset. • Apply systematic instructional design methodologies (e.g., ADDIE, SAM, backward design) to ensure all content progresses logically from analysis and objective definition through design, development, implementation, and evaluation. • Write clear, concise, and engaging instructional copy that is appropriate for the target audience, consistent with client brand standards, and optimized for the intended delivery format (screen-based, facilitator-led, or self-directed). • Design learner interactions, practice activities, scenarios, and case studies that promote active learning, knowledge application, and behavioral transfer to the workplace — moving beyond passive information delivery to performance-focused design. • Ensure all content meets accessibility standards and is designed for diverse learner populations with varying levels of prior knowledge, technical proficiency, and learning preferences. • Participate in discovery and needs analysis activities — including stakeholder interviews, subject matter expert (SME) consultations, document review, and audience analysis — to define the learning problem, identify performance gaps, and establish measurable learning objectives. • Collaborate with program managers, project managers, and client stakeholders to translate business requirements and client briefs into learning design documents that specify scope, objectives, audience, modality, assessment strategy, and success criteria.

Role Description Are you passionate about automotive technology and Electrical Vehicles? Do you enjoy solving complex technical problems and helping others succeed? Are you ready to make a real impact in the automotive world? We’re looking for a Technical Helpdesk Specialist to join our team of experts supporting retailers and independent workshops with diagnostic and repair guidance. This is your chance to be at the heart of automotive innovation, helping technicians deliver outstanding service to customers. As an Automotive Technical Helpdesk Specialist, you’ll provide expert technical support to a network of Authorized Repairers and Independent Operators across Europe. You’ll respond to inquiries via phone and electronic channels, helping resolve complex vehicle concerns and ensuring smooth operations. - Provide technical support across various systems, focusing on diagnostics and root cause analysis. - Resolve technical inquiries from Customer Dealers and internal teams. - Guide dealers through repair processes and ensure accurate case documentation. - Collaborate with dealer technicians and internal agents to resolve complex technical issues. - Document cases and technical data in internal systems. - Coordinate Field Engineer visits. - Engage in training and product knowledge exchange. - Collaborate with engineers, project managers, and dealership staff to share insights and trends. - Occasionally conduct vehicle testing and servicing arrangements. - Escalate cases when necessary, ensuring all relevant information is included and properly documented. - Contribute to customer satisfaction by delivering high-quality diagnostic and repair support. Qualifications - At least 5 years of automotive experience, ideally in a senior dealership workshop role. - Degree in automotive technology or equivalent technical education. - Strong knowledge of vehicle mechanics and EV, HV certification (e.g., HV EV Specialist / DGUV L2+ / IMI Level 4) is a strong advantage. - Experience in using diagnostic tools. - An analytical, organized, and customer-focused mindset. - Fluency in English and German (French, Spanish, or Italian would be a plus). - A general automotive diagnostics competence test/evaluation will be part of the recruitment process. Benefits - With over 5,000 employees based in more than 80 countries across the globe, our teams provide industry leading expertise that spans: - Consumer Engagement - Parts, Accessories & Service Performance - Actionable Insights - Repair Optimization & Compliance - Learning Solutions - Distribution & Sales Performance - Our proven track record means that we now partner with almost every car manufacturer on the market. Company Description MSX has been a trusted partner to leading vehicle manufacturers, their retailers, and mobility organizations globally for more than 30 years. Our unwavering commitment is to help our clients transform their businesses and effectively manage operations in the areas of: - Sales Performance - Repair Optimization and Compliance - Parts and Accessories Sales Performance - Consumer Engagement With our global teams, industry expertise, and the power of technology, we design and deliver tailored, sustainable, and innovative solutions and services that help our clients optimize their operations and captivate their customers.

Role Description Are you passionate about automotive technology and Electrical Vehicles? Do you enjoy solving complex technical problems and helping others succeed? Are you ready to make a real impact in the automotive world? We’re looking for a Technical Helpdesk Specialist to join our team of experts supporting retailers and independent workshops with diagnostic and repair guidance. This is your chance to be at the heart of automotive innovation, helping technicians deliver outstanding service to customers. As an Automotive Technical Helpdesk Specialist, you’ll provide expert technical support to a network of Authorized Repairers and Independent Operators across Europe. You’ll respond to inquiries via phone and electronic channels, helping resolve complex vehicle concerns and ensuring smooth operations. You will be responsible for the following: - Provide technical support across various systems, focusing on diagnostics and root cause analysis. - Resolve technical inquiries from Customer Dealers and internal teams. - Guide dealers through repair processes and ensure accurate case documentation. - Collaborate with dealer technicians and internal agents to resolve complex technical issues. - Document cases and technical data in internal systems. - Coordinate Field Engineer visits. - Engage in training and product knowledge exchange. - Collaborate with engineers, project managers, and dealership staff to share insights and trends. - Occasionally conduct vehicle testing and servicing arrangements. - Escalate cases when necessary, ensuring all relevant information is included and properly documented. - Contribute to customer satisfaction by delivering high-quality diagnostic and repair support. Qualifications - At least 5 years of automotive experience, ideally in a senior dealership workshop role. - Degree in automotive technology or equivalent technical education. - Strong knowledge of vehicle mechanics and EV, HV certification (e.g., HV EV Specialist / DGUV L2+ / IMI Level 4) is a strong advantage. - Experience in using diagnostic tools. - An analytical, organized, and customer-focused mindset. - Fluency in English and German (French, Spanish, or Italian would be a plus). - A general automotive diagnostics competence test/evaluation will be part of the recruitment process. Benefits - With over 5,000 employees based in more than 80 countries across the globe, our teams provide industry leading expertise that spans: - Consumer Engagement - Parts, Accessories & Service Performance - Actionable Insights - Repair Optimization & Compliance - Learning Solutions - Distribution & Sales Performance - Our proven track record means that we now partner with almost every car manufacturer on the market. Company Description MSX has been a trusted partner to leading vehicle manufacturers, their retailers, and mobility organizations globally for more than 30 years. Our unwavering commitment is to help our clients transform their businesses and effectively manage operations in the areas of: - Sales Performance - Repair Optimization and Compliance - Parts and Accessories Sales Performance - Consumer Engagement With our global teams, industry expertise, and the power of technology, we design and deliver tailored, sustainable, and innovative solutions and services that help our clients optimize their operations and captivate their customers.

Role Description Are you passionate about automotive technology and Electrical Vehicles? Do you enjoy solving complex technical problems and helping others succeed? Are you ready to make a real impact in the automotive world? We’re looking for a Technical Helpdesk Specialist to join our team of experts supporting retailers and independent workshops with diagnostic and repair guidance. This is your chance to be at the heart of automotive innovation, helping technicians deliver outstanding service to customers. As an Automotive Technical Helpdesk Specialist, you’ll provide expert technical support to a network of Authorized Repairers and Independent Operators across Europe. You’ll respond to inquiries via phone and electronic channels, helping resolve complex vehicle concerns and ensuring smooth operations. - Provide technical support across various systems, focusing on diagnostics and root cause analysis. - Resolve technical inquiries from Customer Dealers and internal teams. - Guide dealers through repair processes and ensure accurate case documentation. - Collaborate with dealer technicians and internal agents to resolve complex technical issues. - Document cases and technical data in internal systems. - Coordinate Field Engineer visits. - Engage in training and product knowledge exchange. - Collaborate with engineers, project managers, and dealership staff to share insights and trends. - Occasionally conduct vehicle testing and servicing arrangements. - Escalate cases when necessary, ensuring all relevant information is included and properly documented. - Contribute to customer satisfaction by delivering high-quality diagnostic and repair support. Qualifications - At least 5 years of automotive experience, ideally in a senior dealership workshop role. - Degree in automotive technology or equivalent technical education. - Strong knowledge of vehicle mechanics and EV, HV certification (e.g., HV EV Specialist / DGUV L2+ / IMI Level 4) is a strong advantage. - Experience in using diagnostic tools. - An analytical, organized, and customer-focused mindset. - Fluency in English and German (French, Spanish, or Italian would be a plus). - A general automotive diagnostics competence test/evaluation will be part of the recruitment process. Benefits - With over 5,000 employees based in more than 80 countries across the globe, our teams provide industry leading expertise that spans: - Consumer Engagement - Parts, Accessories & Service Performance - Actionable Insights - Repair Optimization & Compliance - Learning Solutions - Distribution & Sales Performance - Our proven track record means that we now partner with almost every car manufacturer on the market. Company Description MSX has been a trusted partner to leading vehicle manufacturers, their retailers, and mobility organizations globally for more than 30 years. Our unwavering commitment is to help our clients transform their businesses and effectively manage operations in the areas of: - Sales Performance - Repair Optimization and Compliance - Parts and Accessories Sales Performance - Consumer Engagement With our global teams, industry expertise, and the power of technology, we design and deliver tailored, sustainable, and innovative solutions and services that help our clients optimize their operations and captivate their customers.

• Provide superior customer support by phone and/or email to commercial fleet accounts to maintain current account receivables. • Posts customer payments by recording cash, checks, and EFT/ACH transactions. • Verifies validity of account discrepancies by obtaining and investigating information from internal systems, dealers and customers. • Resolves collections by examining customer payment history, credit line, and coordinating contact with collections department. • Summarizes receivables by maintaining invoice accounts; accounts receivable account; verifying totals; preparing report for distribution to accounts and Management. • Cross-train on other functions and processes within the Department • Maintain accurate fleet vehicle inventory, as needed • Promotes the mission of the accounting department and the organization by taking on related duties and special assignments as required • Enroll vehicle data with multiple contract types into a specific system • Audit customer account billing, payment and repair information.

• Work with assigned dealers (approximately 30-40) • Evaluate the dealership’s service customer experience • Assist in continuous improvements / problem resolution to build customer loyalty • Work with dealership and digital district manager to analyze marketing and merchandising plan • Achieve sales objectives for district by consulting with dealerships • Prepare for each remote standardized dealer contact by identifying dealer priorities/needs • Review relevant reports

• Quality audit of vehicle inspections (PDI): Conduct regular audits of vehicle inspections carried out at the port • Verify compliance with PDI (Pre-Delivery Inspection) standards and procedures • Damage classification control: Ensure correct application of A/B/C damage categorization criteria • Quality check of repairs and restorations: Verify absence of residual defects after repair (appearance, fitment, operation, finish, cleanliness) • Verify full traceability of repairs carried out • Quality reporting control: Verify the quality and consistency of weekly reports • Check traceability of inspections and damages • Produce audit summaries with KPIs, deviations and corrective actions • Expected deliverables: Audit reports, action plans and deviation follow-up, weekly quality reporting, quality KPI dashboards