The Mercedes-Benz Customer Assistance Center Maastricht with the Retail Service department is the global escalation entity for parts in the Mercedes-Benz logistics chain.
The supported entities consist of the Mercedes-Benz local headquarters, general distributors and logistic centers. Furthermore, the Specialist’s role is to liaise with internal and external partners for resolving complex issues.
The logistic Service Representative acts within a high level logistics department with specialist tasks. Reports directly to the Operations Manager and her / his field of responsibility covers the support and handling / dealing with cases of Daimler customers as 1st level and / or requests / incidents of Daimler retail network, Daimler Head Quarter, Market Performance Centers (MPC’s) and customers outside the service network.
Tasks & responsibilities :
Resolve escalations on several levels and priorities, (back) order management, reverse and return logistics related issues for all Mercedes-Benz business units (passenger cars, vans and trucks);
Appropriate usage of available resources and documentation of business related activities in relevant system (eg. ticketing system);
Analyze and investigate logistic issues using own knowledge, computer applications, databases with other Daimler entities and external partners;
Assess requirement to involve Technical Specialists and / or Management and delegate / escalate according to process when required.
Ensure correct activity documentation and routing of delegation via the appropriate systems;
Ensure complete, accurate documentation of all related issues like fast lane, shortage escalation and shortage request handling, according to specific data requirements of each request, in order to facilitate the case handling and to provide other parties involved with the relevant information;
Continuously monitor assigned / open cases to ensure timely investigation and response to support requests and departmental reporting commitments to Daimler internal partners;
Ensure continuous update of own information and relevant knowledge regarding supported products, tools, Daimler processes and information systems.
Ensure changes to service-relevant MBCAC operational procedures are incorporated in own work;
Special case, order management & proactive case handling related to bottleneck parts including all relevant requirements;
Special manual order handling national and international e.g Referral;
Plan, develop and execute Retail trainings in terms of Critical Parts Topics;
Communicate directly with the retail in terms of bottleneck requirements, -escalations and Fast Lane;
Excellent management skills to handle cases based on the escalation level (end to end) to find the best solution for the customer;
Excellent communication skills will be required to solve issues directly with the retailers by phone, email, workflow and systems.
Acts as a brand ambassador with a strong customer focus;
Warehouse Management Systems and SAP);
Open-minded to a diversity of cultures;
Handling escalations in combination with regular workload without detriment to own stress level;
Effective communication skills with coworkers and customers;
Creativity when handling problems independently;
Excellent tracking skills and analytical attitude towards work;
Strong time management, accountability and organizational skills;
Excellent knowledge of principles and processes for providing customer and personal services;
Strong stress management skills;
Strongly oriented to Customer’s Satisfaction, both B2B and B2C;
Integrity, client focus and going the extra mile to bring valuable solutions;
High communication skills in crucial conversations;
Near Native German language skills, written and spoken;
Fluency in English (corporate language);
Near native French is an advantage;
Experience in customer support / problem solving business processes
We offer you a job in a multicultural, young and informal international working environment with interesting conditions, both primary and secondary :
Lucrative relocation package. If applicable, you will also be reimbursed for first arrival, housing fee, and moving costs.
200 vacation hours (based on full time employment)
Holiday allowance : 8% of annual salary
Competitive performance based salary growth
Result oriented bonuses
Employee Car Program : discount on new or used Daimler brand cars
Collective health insurance at discounted rates
Transportation plan : free bike every 3 years or free public transport or contribution to fuel costs
A tailor made individual development plan