Oorspronkelijke vacature omschrijving:

The organisation

The Mercedes-Benz Customer Assistance Center is an international multicultural organization and an integrated part of Daimler’s Mercedes-Benz Cars Marketing & Sales. In our offices in Maastricht we think and act globally and assume a leading role for the Mercedes-Benz Customer Assistance Centers all over the world. Our goal is to provide excellent assistance to our customers and dealers of well-known Daimler brands like Mercedes-Benz, AMG, smart, Setra and Mercedes me. 24 hours a day, 7 days a week, 365 days a year, we ensure our customers’ mobility with our roadside assistance. Additionally, we take care of all kinds of enquiries about passenger cars, trucks and vans during our opening hours. For our customers we are maybe the most important connection to the Mercedes-Benz brand. That’s why we live the brand’s most important promise: “The best or nothing”.

The data analyst (Logistic Specialist) acts within a Logistic department on high level specialist tasks and reports directly to the Manager CPM. The staff function usually owns or supports a business stream, is able to create and update relevant reporting data and provides departments worldwide with advanced troubleshooting knowledge and demonstrating operational best practice to all Daimler Business Partners.

The main responsibilities of the job holder covers subject specialist roles such as cross functional, international projects, quality and process analysis, reporting structure etc. He/she is responsible to create and identify effective business process and procedure optimizations as well as structural implementations in order to maximize and ensure best Quality of Service and Customer Experience. The data analyst (Logistic Specialists) works closely with the Manager CPM and the Operations Managers and supports the internal framework with expert knowledge to fully meet the department objectives. He/she collaborates with internal and external stakeholders.

You design and implement reporting solutions. In this role you are responsible for the entire reporting landscape. You develop a strategy and a vision for the reporting landscape.

Converting business requirements into technical specifications is one of your tasks, next to describing technical and functional changes for the BI tools.

You implement standardizations best practices and act as escalation point for problems raised by colleagues to develop appropriate solutions.

Other tasks are:

- Coach and mentor colleagues, safeguard the quality of their work

- Estimate change requests and demands, coordinate their execution and implementation

- Safeguard the performance of the reporting environment

- Coordinate process and system requirements coming from the business partners

- Enable standardization of KPI is allowing transparency in worldwide performance

- Act as business consultant for business partners in the assigned area

The function

Main tasks & responsibilities:

• Ensure Professional Standard of communication to internal-/external Business Partners Worldwide
• Safeguard Knowledge of Processes, Tools and Systems MBCAC/GLC to the most current level
• Actively create and ensure up-to-date documentation on Knowledge and Process landscapes
• Efficient and Effective Planning of own Activities in order to safeguard SLA’s and Deadlines
• Analyze, Monitor and Report Quality Standards and KPI’s to Management Level
• Being able to analyze and deliver High Performance on Quality, KPI’s and Customer Experience in a Key Account function for multiple Markets
• Pro-actively identify and signal quality improvements and efficiency gained within supported services
• Support in Projects, trainings and being able to lead work packages (track/communicate status and act on deadlines)
• Ensure quality improvements and efficiency gained within supported services
• Methodological and LEAN approach to problem solving (IF/NOT/THEN/WHEN/etc)
• Monitor and Ensure process adherence in own team and if relevant towards Business Partners Worldwide
• Understand core customer concerns and Interact with business partners to obtain relevant information to facilitate accurate and timely answer to Enquiries / Escalations
• Prepare the logistic department for audits and support internal and external stakeholders

Requirements

• Fluent level in English and preferably proficient level in German
• Advanced analytical skills
• Degree in business or economics preferred or equivalent experience in a quantitative field
• Preferably knowledge of business intelligence tools (e.g. Cognos, Tableau, Qlikview, Microsoft BI or similar)
• Preferably knowledge of reporting methodologies like dash boarding, balanced score carding and data visualization
• Preferably knowledge of data warehouse (DW or DWH) architecture
• Preferably knowledge in data mining and data analysis (SPSS & R)
• Preferably knowledge of ‘big data’ technologies’
• IT literate. Should be able to setup and maintain IT-tool
• Working experience in Customer Contact Center environment is preferred.
• Extensive knowledge of Microsoft Office, especially Excel and PowerPoint
• Affinity with administrative tasks
• 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 for work streams
• Demonstrate active attitude in own development in Knowledge and Skills
• Strongly oriented to Customer’s Satisfaction and Quality of Service
• Experience in project management and process landscape mapping
• Good business acumen and subject expert in business area
• Professionally communicate complex subjects in front of high management

We offer

You will join a multicultural, innovative and informal international working environment with interesting conditions, both primary and secondary.

Furthermore, a collective health insurance at discounted rates, development opportunities, a company result-oriented bonus (variable payment) and a non-contributory pension plan are just some of the secondary benefits of working with us

The procedure

Does this role fit your expectations for a new challenge with Mercedes-Benz Customer Assistance Center?

Then 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.

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