Oorspronkelijke vacature omschrijving:

The organisation

The Mercedes-Benz Customer Assistance Center Maastricht (CAC) is the central point of contact in Europe, caring for the needs of current and prospective Mercedes-Benz and smart customers. 42 different nationalities add diversity and enrich an organization dedicated to satisfied customers and high performance.

Employees act as brand representatives ensuring that customers receive personal assistance in their own language at a consistently high level.

Our Customer Service departments answer customer enquiries and complaints, while the Service24h department organizes roadside assistance for customers. Services related to customers mobility guarantee availability 24 hours a day, 365 days a year. The Retail Service department supports technical and product related competencies for CAC, Daimler and external parties.

As the Business Intelligence Specialist you are part of the Business Analytics & Global Performance Management (BA&GPM) team. In this role you are responsible to provide best-in-class reporting solutions and support to all stakeholders across the world.

The ‘Business Analytics & Global Performance Management’ department is part of ‘Business Excellence’, which also includes the ‘Satellite and Vendor management’ team and the ‘Project Management Office’. Business Excellence in its turn belongs to the GSP/OC3 department, which has a global governance role over all Daimler contact centers. The team consists of one coordinator and multiple Business Intelligence Specialists on three different levels Business Intelligence Specialist I(junior): main purpose is to get experience with and to learn the job. Mainly works on the support desk and as developer (under supervision of more senior developers) Business Intelligence II(medior): should be able to work independently. Mainly works as a developer Business Intelligence Specialist III (senior): Is the expert in – and responsible for – one specific area of the reporting landscape. Coaches and steers juniors and mediors.

The function

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, in management meetings, cubes and online tools. The results are used for e.g. operational steering, bonus schemes and quality improvement purposes.

What are your tasks?

• Design, build and implement reporting solutions • Convert business requirements into technical specifications • Describe technical and functional changes needed in the BI tools • Implement standardized best practices • Identify and flag problems
• ?Determine appropriate solutions in cooperation with senior specialists • Examine trade areas for new business opportunities • Consult and advise management in solutions and approaches specialists • Safeguard the quality of the services and solutions delivered to our users • Monitor the performance of the reporting environment • Identify and flag problems
• Cooperatively determine appropriate solution steps in collaboration with other specialists • Coordinate process and system requirements coming from the business partners • Enable standardization of KPI’s allowing transparency in worldwide performance

Requirements

• Higher vocational or academic level (technical subject) through education or experience • 2-5 years of experience in the relevant field • Extensive Knowledge of Business Intelligence tools (e.g. Cognos, Tableau, Qlikview, Microsoft BI or similar • Knowledge of reporting methodologies like dashboarding, balanced scorecarding, data visualization • Robust interpersonal capacity • Strong written and verbal communication skills • Knowledge of data warehouse (DW or DWH) architecture • Knowledge of dimensional modeling (design and implementation, data modeling and data warehousing (SQL and PL\SQL) • Knowledge in data mining and data analysis (SPSS & R) • Preferably knowledge of ‘big data’ technologies’ • Advanced knowledge of MS office applications (Word, Excel, Powerpoint) • Fluency in corporate language English and German • IT-literate. Should be able to setup and maintain IT-tools • Good time management and analytical skills • Good communication skills, both verbal and written • Strong organizational skills, able to prioritize and organize tasks and responsibilities efficiently • Affinity with administrative tasks • Strong team player • Preferably experience in a contact center environment • Preferably experience in working in a multicultural team • Ownership and independent thinking • Willingness to travel for work

We offer

You will join a multicultural, innovative and informal international working environment with interesting conditions, both primary and secondary.

Furthermore, a collective health insurance at discounted rates, development opportunities, a result-oriented 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.

The procedure

Does this role fit your expectations for a new challenge, then 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 respond to the vacancy until December 31, 2020.

For more information about this vacancy please contact Manon Gosler-Bongaerts: manon.gosler-bongaerts@daimler.com

Please follow the application process described in the vacancy text. For privacy reasons we cannot accept your application by email.