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 function

Cooperation is crucial when it comes to finding the best solutions and answers to our customers. You will be responsible to lead one of three teams responsible for Order - , Claims- and Returns Management. You are part of the After-Sales Logistics team in the CAC and are responsible for leading an international team of specialists with focus on internal Mercedes-Benz Wholesale Customers.

Task & Responsibilities:

• Managing and coaching a (multicultural) team of Logistics Specialists/Service Representatives, with the business scope of dealing with cases of internal process partners, market performance centers, general distributors and customers outside the logistic network;
• Responsible and to ensure processes and standards for the global order-, claim, reverse & returns logistics and critical parts issues of Non Process Partner
• Lead the team in a culture of trust and empowerment, be an enabler for the team for develop and constant improvement
• Monitoring and registering the individual and team key performance indicators, as well as the attendances and absences of team members checking and if necessary adjusting staffing level to an efficient level, for your own team and others within Partner Network Management;
• Identifying training, information and equipment needs within own team and in addition of supported stakeholders. Coordinating the set-up of required trainings and thus fulfillment of these needs;
• Participating in the set up and resolution of procedural issues with Suppliers, Head Quarter, market performance centers, process partner, logistic network and other departments, to enhance business performance;
• Continuously participating in improvement processes in order to contribute to effectiveness and efficiency within the Supplier Management;
• Steering and leading of related Projects

Requirements

• Fluent level in English, German and preferably an additional Customer Assistance Center language, written and spoken;
• Strong leadership and people management skills;
• Experience as a team leader is an advantage;
• Experience in project management;
• Entrepreneurial approach;
• Strongly oriented to Customer’s Satisfaction;
• Ability to set and share clear directions and vision to the team members;
• Ownership and independent thinking;
• Ability to manage complexity and communicate on different levels;
• Ability to coach and mentor employees;
• Ability to manage high pressure and stress
• Strategic thinking;
• Creativity when handling problems independently
• Willing to worldwide travelling

Creativity when handling problems independently

• Fluent level in English, German and preferably an additional Customer Assistance Center language, written and spoken;
• Strong leadership and people management skills;
• Experience as a team leader is an advantage;
• Experience in project management;
• Entrepreneurial approach;
• Strongly oriented to Customer’s Satisfaction;
• Ability to set and share clear directions and vision to the team members;
• Ownership and independent thinking;
• Ability to manage complexity and communicate on different levels;
• Ability to coach and mentor employees;
• Ability to manage high pressure and stress
• Strategic thinking;
• Creativity when handling problems independently
• Willing to worldwide travelling

We 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 develop.

Furthermore, a health insurance at discount rate, 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.

The procedure

Please use the “apply” button to upload your CV and motivation letter (both in English).

Due to data privacy reasons we cannot accept any applications sent by email. Please be so kind to use the link provided.