Vacature: Logistic Specialist _Certificate Management
Werkgever:Mercedes-Benz Customer Assistance Center Maastricht
Plaats:Maastricht
The organisation
We are the Mercedes-Benz Customer Assistance Center Maastricht. Years of experience and our strong focus on customer centricity has given us expertise to steer and develop global Customer Contact Centers (CCC) around the world. We belong to the Mercedes-Benz Global Customer Service & Parts division and collaborate closely with other departments and divisions to create the best customer journey.
With an international team of over 1000 colleagues, we work to create the ultimate customer experience not only for the drivers of our vehicles but in support of the retail and logistics organizations.
WE CARE for customers, they are part of our DNA.
The function
The Logistic Certificate Specialist acts within a Logistic or Technical department on high-level specialist tasks and reports directly to the Technical Operations Manager. The main responsibilities are to ensure the best Quality of Service and Customer Experience. Specific for Certificate Management we Ensure legal compliance within Parts Availability in the Aftersales Logistics Business to our Global Partners around the world.
Tasks & Responsibilities:
- Safeguard (own) Knowledge of Processes, Tools and Systems MBCAC/GLC to the most current level within supported services
- Support process changes ( including changes in regulatory requirements)
- Actively create and ensure up-to-date documentation on Knowledge and Processes
- Efficient and Effective Planning of own Activities in order to safeguard SLAs and Deadlines
- Analyze, Monitor and report Quality Standards and KPIs to Management Level
- Deliver High Performance on Quality to ensure Customer Experience
- Ensure all Certificates/documents are available and valid in Certus
- Track the approval process of certification / uploading correct and valid documents
- Solve and Handle escalations and involve other Partners in the supply chain and/or Management in a Customer-Centric way
- When required lead and plan telco’s / follow-up meetings
- Support in strategic Business improvement projects and be able to lead work packages (track/communicate status and act on deadlines)
- Be able to lead the implementation of new business and/or Tasks in the Team to ensure quality performance in the Team
- Track and manage overall certificate costs and initiate a request for quotation (RFQ) for certification/recertification with internal purchasing department when required
- Ensure Professional Standard of communication to internal-/external Business Partners Worldwide
- Methodological and LEAN approach to problem-solving (IF/NOT/THEN/WHEN/etc)
- Pro-actively identify and signal quality improvements and efficiency gained within supported services
- Provide correct and accurate information
Requirements
- Fluent level in English and German both written and spoken
- Highly professional and consistent communication skills
- Ability to manage complexity under high pressure and stress
- Strategic, progressive and out-of-the-box thinking, think in solutions not problems
- Demonstrate Independent working, taking Responsibility and accountability in daily work
- Demonstrate active attitude in own development in Knowledge and Skills
- Strongly oriented to Customer Satisfaction and Quality of Service
- Advanced level with MS Office applications (Most important Excel/Access)
- Flexibility is needed
We offer
We offer you a job in a multicultural, dynamic and informal international working environment with interesting conditions, both primary and secondary:
- Holiday allowance: 8% of annual salary
- Competitive performance-based salary growth
- Company result-oriented bonuses
- Transportation plan
- Collective health insurance at discounted rates
- Non-contributory pension plan
- Lucrative relocation package, if applicable
The procedure
Please use the “apply” button to upload your CV, Letter of Motivation, and any other documentation that adds value to your application.
We can only accept applications via the mentioned application process for data privacy reasons.
