Working for Mercedes-Benz Customer Assistance Center means working in the beautiful city of Maastricht , The Netherlands! The Mercedes-Benz Customer Assistance Center is an international multicultural organization and an integrated part of Daimler’s Mercedes-Benz Cars Marketing & Sales. In our offices in Maastricht, we think and act globally and assume a leading role for the Mercedes-Benz Customer Assistance Centers all over the world.
Our goal is to provide excellent assistance to our customers and dealers of well-known Daimler brands like Mercedes-Benz, AMG, smart, Setra and Mercedes me. 24 hours a day, 7 days a week, 365 days a year, we ensure our customers’ mobility with our roadside assistance.
Additionally, we take care of all kinds of enquiries about passenger cars, trucks and vans during our opening hours. For our customers we are maybe the most important connection to the Mercedes-Benz brand. That’s why we live the brand’s most important promise: “The best or nothing”.
1400 employees from 42 different countries add diversity and enrich an organization dedicated to drive customer satisfaction and high performance. Employees act as brand representatives ensuring that customers receive personal assistance in their own language at a consistently high level.
For over 20 years Mercedes-Benz CAC aims to provide the best quality customer service in Europe. Maintaining these standards would not be possible without all of the talented and motivated colleagues that contribute to the success of our company.
The team
The Business Analyst is part of the Business Analytics & Global Performance Management (BA&GPM) team. The main goal of the business analyst is to turn data into valuable insights and actionable actions, in order to optimize our businesses (e.g. processes, systems, data quality)
The task of the ‘Business Analytics & Global Performance Management’ department is to provide transparency to the organization with regards to the performance and quality of our contact centers, agents, dealers, MOC’s vehicles and processes as well as the satisfaction of our customers with these products and services. This information is provided to stakeholders on all levels (including top management) in various forms like reports, cubes and online tools and is used for e.g. operational steering, bonus schemes and quality improvement purposes.
What is your role?
• Deep dive into large data sets of structured and unstructured data to answer key business questions, using a wide range of data analytic tools (e.g. SQL, digital analytics, data visualization).
• Gain insights to support business decisions. Analyze data to discover patterns, meaningful relationships, anomalies and trends.
• Identify implications and propose solutions/action points to improve business.
• Support in identifying corrective actions when targets (process, adherence, quality, operations) are not met, or when best practices not applied.
• Support analysis and reporting of existing standards (e.g. products, processes, systems).
• Stakeholder management on all level of the organization.
• Active cooperation with the departments of Process & Product Management, Capacity Planning & Traffic Control, Quality & Knowledge Management, and Vendor & Satellite Management.
• Communicate findings to respective stakeholders by means of data visualization/reporting.
• Support Sr. colleagues in the internal close loop process. Co-responsible to stimulate efficient and effective ways of working by continuously questioning the status quo (KPI/PI solutions).
• Support promoting the positioning and strategy of the Business Analysts community within the organization.
• Comply with the legal roles and regulations on data protection and data privacy
• Identify and flag problems. Cooperatively determine appropriate solution steps in cooperation with other specialists.
• Consultant/advisor for top management decisions.
Who are you?
• Bachelor’s/Master’s degree in computer science, mathematics, statistics, engineering or other technical/quantitative discipline.
• 1+ years of experience in the area of business analytics.
• Strong analytical and conceptual skills.
• Independent thinking and acting.
• Result driven.
• Ownership.
• Self-initiator.
• Experience in usage of different analytic tools e.g. Tableau, Cognos, SPSS, R, and Python.
• Has knowledge of skills, technologies, practices for continuous iterative exploration and investigation of past business performance to gain insight and drive the business.
• Understanding of data warehouse (DW or DWH), also known as an enterprise data warehouse (EDW) architecture.
What do we have to offer?
You will join a multicultural, innovative and informal international working environment with interesting conditions, both primary and secondary. It’s important to be somewhere you feel you can grow. We offer opportunities that enable you to get support and development.
Furthermore, a collective health insurance at discounted rates, a company bonus (variable payment) and a non-contributory pension plan are just some of the secondary benefits of working with us.
In addition, we offer a comprehensive relocation package.
Location
We are situated in Maastricht - a charming city in the south of the Netherlands - the very heart of Europe. It embodies elegance, class and culture as well as boasting a perfect destination for travelling to other areas of the continent.
Due to its location, Maastricht is a melting pot of different nationalities creating a vibrant, multi-lingual community in which it is easy to feel at home.
Working hours
This position is on a fulltime basis (40 hours per week) from Monday to Friday.
Does this role fit your expectations for a new challenge, please use the “apply” button to upload your CV and Letter of Motivation (English only) and any other documentation that adds value to your application. You can apply until August 24, 2021.
For data privacy reasons we can only accept applications via the mentioned application process.
For more information about this vacancy please contact Manon Gosler-Bongaerts:
manon.gosler-bongaerts@daimler.com