Oorspronkelijke vacature omschrijving:

The function

The Logistic Service Representative acts within a high level logistic department with specialist tasks. Reports directly to the Technical Operations Manager and her/his field of responsibility covers the support and handling/dealing with cases of Daimler customers as 1st level and/or requests/incidents of Daimler retail network, Daimler Head Quarter, Market Performance Centers (MPC’s) and customers outside the service network.

Tasks & responsibilities:

• Resolve escalations on several levels and priorities, (back) order management, claims, reverse and return , logistics related issues for all Mercedes-Benz business units (passenger cars, vans and trucks);
• Appropriate usage of available resources and documentation of business related activities in relevant system (eg. ticketing system);
• Analyze and investigate logistic issues using own knowledge, computer applications, databases with other Daimler entities and external partners;
• Assess requirement to involve Technical Specialists and/or Management and delegate / escalate according to process when required. Ensure correct activity documentation and routing of delegation via the appropriate systems;
• Ensure complete, accurate documentation of all related issues like fast lane, shortage escalation and shortage request handling, according to specific data requirements of each request, in order to facilitate the case handling and to provide other parties involved with the relevant information;
• Continuously monitor assigned/open cases to ensure timely investigation and response to support requests and departmental reporting commitments to Daimler internal partners;
• Ensure continuous update of own information and relevant knowledge regarding supported products, tools, Daimler processes and information systems. Ensure changes to service-relevant MBCAC operational procedures are incorporated in own work;
• Special case, order management & proactive case handling related to bottleneck parts including all relevant requirements;
• Special manual order handling national and international e.g Referral;
• Plan, develop and execute Retail trainings in terms of Critical Parts Topics;
• Communicate directly with the retail in terms of bottleneck requirements, -escalations and Fast Lane;
• Excellent management skills to handle cases based on the escalation level (end to end) to find the best solution for the customer;
• Excellent communication skills will be required to solve issues directly with the retailers by phone, email, workflow and systems.

Requirements

• Acts as a “brand ambassador” with a strong customer focus;
• Warehouse Management Systems and SAP);
• Open-minded to a diversity of cultures;
• Handling escalations in combination with regular workload without detriment to own stress level;
• Effective communication skills with coworkers and customers;
• Creativity when handling problems independently;
• Excellent tracking skills and analytical attitude towards work;
• Strong time management, accountability and organizational skills;
• Excellent knowledge of principles and processes for providing customer and personal services;
• Strong stress management skills;
• Strongly oriented to Customer’s Satisfaction, both B2B and B2C;
• Integrity, client focus and going the extra mile to bring valuable solutions;
• High communication skills in crucial conversations;
• Proficiency level in Dutch language skills, written and spoken;
• Fluency in German or French will be an advantage;
• Experience in customer support / problem solving business processes;

The procedure

Please use the “apply” button to upload your CV and Letter of Motivation in English and any other documentation that adds value to your application.

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