Oorspronkelijke vacature omschrijving:

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 Mercedes-Benz Customer Assistance Center Maastricht is the global escalation entity for parts in the Mercedes-Benz logistics chain. The supported entities consist of the Mercedes-Benz local headquarters, general distributors, and logistic centers. Furthermore, this role is to liaise with internal and external partners to resolve complex issues.

The Logistic Service Representative acts within a high-level logistics department with specialist tasks. Reports directly to the Operations Manager and her/his field of responsibility covers the support and handling/dealing with cases of customers as 1st level and/or requests/incidents of Mercedes-Benz retail network, 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 and logistics-related issues for all Mercedes-Benz business units
• Appropriate usage of available resources and documentation of business-related activities in the relevant systems (eg. ticketing system)
• Analyze and investigate logistic issues using own knowledge, computer applications, and databases with other Mercedes-Benz entities and external partners
• Assess requirements 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, 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 Mercedes-Benz internal partners
• Ensure continuous update of own information and relevant knowledge regarding supported products, tools, Mercedes-Benz 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 training 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 the 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 toward 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 Satisfaction, both B2B and B2C
• Integrity, client focus, and going the extra mile to bring valuable solutions
• High communication skills in crucial conversations
• Fluency in English
• Professional proficiency level in German, written and spoken
• Experience in customer support / problem-solving business processes

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.

Please note that this is a hybrid working setup.