Oorspronkelijke vacature omschrijving:

The organisation

Our home base is the Mercedes-Benz Customer Assistance Center Maastricht, which is the central point of contact in Europe for After-Sales, caring for the needs of current and prospective Mercedes-Benz customers. Beyond this responsibility, we also steer and further develop the global Customer Contact Centers (CCC) of Mercedes-Benz for After-Sales and Sales.

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 Business Intelligence specialist is part of the Business Intelligence Competency Center (BICC) team. We are responsible to provide best-in-class reporting solutions, consultancy, and support to all stakeholders across the world.

The task of the team is to provide transparency to the organization with regards to the performance and quality of our contact centers, agents, dealers, Market Operations Center's vehicles and processes as well as the satisfaction of our customers with these products and services.

The BICC team consists of the following sub teams: Business Intelligence, Business Analytics, Data Science, and Data Stewardship.

The function

What will be your tasks and responsibilities as Business Intelligence Specialist:

• 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 approach 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

Who are you:

• Higher vocational or academic level (engineering, mathematics, statistics, business intelligence etc.)
• 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
• Strong written and verbal communication skills
• Basic knowledge of data warehouse (DW or DWH) architecture
• Basis 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 preferably German
• IT-literate. Should be able to setup and maintain IT-tools
• Good time management and analytical skills
• 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
• Result oriented mindset and ability to work under pressure
• A ‘can do’ mentality
• Willingness to travel for work

We offer

What do we have to offer you:

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.

The procedure

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 respond to the vacancy until June 18, 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