• Proactively contact customers with past-due accounts to identify reasons for delinquency and provide tailored solutions to resolve outstanding balances. • Use professional negotiation and probing techniques to secure payment commitments, establish firm payment arrangements, and offer financial tools or programs that support account rehabilitation. • Review account history to understand the customer’s financial situation and determine the most effective course of action to mitigate loss. • Adhere to the Ford Credit's policies and guidelines for your work area, ensuring consistency and quality in service delivery. • Act as a brand ambassador for Ford Credit, resolving sensitive financial situations with a balance of empathy, firmness, and professionalism. • Manage a high volume of inbound and outbound calls in a fast-paced environment, adjusting quickly to changing priorities and account cues. • Participate actively and contribute to team meetings, sharing insights and collaborating with colleagues. • Be comfortable both giving and receiving feedback from peers and supervisors in a positive, professional, and helpful manner to support continuous improvement. • Demonstrate flexibility and a willingness to take on new tasks or adapt to changes that help the Ford Credit and the organization achieve its objectives and improve overall service quality. • Utilize company email and internet access in accordance with established company policies.

• sprinkle a little magic into our customer success center • lead the most caring group of people you’ll ever meet • empower them to help, truly help, each caller • be part of a fast-paced environment where the adrenaline is high and the work is never dull • support our clients on a daily basis

• This position is responsible for managing a Customer Service team who supports key customers and strategic business initiatives in the Retail Stock Business Unit. • Collaborate with cross functional teams to achieve at least a 90% clean order rate and performance that meets the stated lead time for Warranty Parts. • Provide direct supervision for team members; develop each associate’s skills according to goals and knowledge level. • Hire and train new employees on new products, product changes, procedural changes, skills and techniques. • Conduct employee performance reviews, provide regular and timely assessment and coaching, and implement corrective action when necessary. • Develop action-planning strategies outlining upcoming steps for improvements. • Monitor workload management and team metric goals, effectively report findings and manage team performance. • Assist Customer Service in resolution of situations regarding customer’s orders or deliveries, answer product questions, and manage plant/manufacturing issues. • Secure new account information from the Sales Leaders, analyze the information, develop customer specific procedures and ensure the team executes according to customer requirements. • Maintain and update internal documentation. • Advance team relationships with all MBCI functions. • Work with IT to resolve and improve recognized system faults and needed enhancements. • Recognize and implement process improvements to enhance Customer Services operations. • On a daily basis, analyze, interpret and respond to report data relative to business needs and make timely operational decisions. • Oversee root cause analysis and appropriate interventions or corrective action to prevent recurring customer concerns. • Assume responsibilities to oversee special projects as assigned. • Self-development/continuous education – Work with Manager to develop a training plan to advance interpersonal/management skills. • Act as backup to Manager – Customer Services as directed.

• Sei der erste Kontakt und begleite deine Kunden von der Bestellung, über die Verifizierung bis zur Fahrzeugübergabe • Recherchiere in enger Zusammenarbeit mit Kolleginnen und Kollegen aus anderen Abteilungen den aktuellen Stand der Aufträge • Verschaffe dir jederzeit einen Überblick über die anstehenden Aufgaben und setze im Team die Prioritäten • Du trägst dazu bei, dass Kunden schnellstmöglich ihr neues Auto erhalten - mit unserem einzigartigen Glastruck direkt vor die Haustür!