Oorspronkelijke vacature omschrijving:

The organisation

The Mercedes-Benz Customer Assistance Center is an international multicultural organization and an integrated part of 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 brands like Mercedes-Benz, AMG, 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 function

The Logistic 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 as well as data-driven operational improvements.

Tasks & Responsibilities:

• Safeguard (own) Knowledge of Processes, Tools and Systems MBCAC/GLC to the most current level within supported services.
• Actively create and ensure up-to-date documentation on Knowledge and Processes.
• Efficient and Effective Planning of own Activities to safeguard SLA’s and Deadlines.
• Analyze, Monitor and report Quality Standards and KPI’s to Management Level
• Deliver High Performance on Quality, KPI’s and Customer Experience
• 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 Business improvement projects and be able to lead work packages (track/communicate status and act on deadlines).
• Ensure Professional Standard of communication to internal-/external Business Partners Worldwide
• A methodological and LEAN approach to problem-solving (Incident management to problem-solving)
• Pro-actively identify and elaborate quality improvements and efficiency gains within supported services
• Keeps the helicopter view and identifies Problems from incidents, creates action plans to remove problems (e.g. DQ-lists) or starts communication with responsible parties (e.g. homologation/suppliers)
• Prepares or handles all ad-hoc requests with great care and great speed until they are fully solved
• Monitors compliance external and internal within the team
• Always provide correct and accurate information
• Support process creation for new regulatory requirements

Requirements

• Fluent level in English and German written and spoken
• An additional CAC language will be a plus
• Highly professional and consistent communication skills
• Advanced level with MS Office 365 applications (Most important Excel)
• 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
• Maturity and intrinsic motivation to excel (self-driven)
• Ability to translate chaotic incidents into abstract problems
• Attention to detail
• Demonstrate active attitude in own development of Knowledge and Skills
• Strongly oriented to Customer Satisfaction and Quality of Service
• Flexibility is needed
• Willingness to travel

• Fluent level in English and German written and spoken
• An additional CAC language will be a plus
• Highly professional and consistent communication skills
• Advanced level with MS Office 365 applications (Most important Excel)
• 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
• Maturity and intrinsic motivation to excel (self-driven)
• Ability to translate chaotic incidents into abstract problems
• Attention to detail
• Demonstrate active attitude in own development of Knowledge and Skills
• Strongly oriented to Customer Satisfaction and Quality of Service
• Flexibility is needed
• Willingness to travel

We offer

We offer you a job in a multicultural, young and informal international working environment with interesting conditions, both primary and secondary:

• Lucrative relocation package. If applicable, you will also be reimbursed for first arrival, housing fee, and moving costs
• 200 vacation hours (based on full time employment)
• Holiday allowance: 8% of annual salary
• Competitive performance based salary growth
• Result oriented bonuses
• Collective health insurance at discounted rates
• Pension plan
• Transportation plan: free bike every 3 years or free public transport or contribution to fuel costs
• A “tailor made” individual development plan

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.