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. We think and act globally and assume a leading role for the Mercedes-Benz Customer Assistance Centers all over the world. From our offices in Maastricht in the Netherlands, we 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 an 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 Operations Manager (Team Leader)  we are looking for will work closely with other Operations Managers and the Service Account Manager in order to maximize and maintain the performance of the Benelux team. You will be responsible for one team of approximately 15 Customer Service Representatives.

Main responsibilities

• Function as a role model
• Ensuring an environment based on high performance culture by promoting a mind-set of professional development
• Ensuring an environment where the Home of the Best principles and our values are lived and enhanced
• Continuously participating in improvement processes in order to contribute to effectiveness and efficiency within the CAC
• Actively participate in managing relationships, representing the CAC with stake holders and other parties in alignment with corporate procedures and policies
• Be responsible to maintain the communication structure in the department in order to ensure alignment on all relevant levels
• Managing the team and dealing with all relevant aspects
• Manage team and individual targets in alignment with company goals
• Organize the structure of the team by assigning tasks, rules and responsibilities
• Identifying the needs of the team and coordinating the fulfillment of these needs (Training, IT, HR, Process Management)
• Functioning as an intermediary between all supporting departments and the team
• Monitoring and coaching a team of Customer Service Representatives on the handling of customer contacts and dealing with cases
• Steering and manage team and individual performances in order to fulfill KPI’s expectations.
• Managing the attendance and absence of team members
• Checking, and if necessary adjusting, staffing to an efficient level
• Participating in the resolution of procedural issues and escalations where dealers or other European markets are involved
• Join and actively work on projects which are required for the development of the department and the company

Requirements

• Strong people management skills
• Entrepreneurial approach
• Ability to manage complexity and communicate on different levels
• Ownership and independent thinking
• Strong focus on self-improvement, analytical thinking and self-reflection
• Strategic thinking
• Ability to set and share clear directions and vision to the team members
• Ability to coach and mentor employees
• Ability to manage high pressure and stress
• Native Dutch/Flemish
• Excellent English, French would be an asset
• Strongly oriented to Customer’s satisfaction
• Experience as a team leader is a strong advantage

We offer

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

Benefits:

• A “tailor made” individual development plan
• 200 vacation hours (based on full time employment)
• Holiday allowance: 8% of annual salary
• Competitive performance based salary growth
• Result oriented bonuses
• Lucrative relocation package. If applicable, you will also be reimbursed for first arrival, housing fee, and moving costs
• Employee Car Program: discount on new or used Daimler brand cars
• Transportation plan: free bike every 3 years, free public transport or contribution to fuel costs
• Collective health insurance at discounted rates
• Pension 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. We will only accept applications that are uploaded via our recruitment system.

For more information about this vacancy please contact the Recruitment Office on +31 43 356 2109
The closing date for this vacancy is 8 January 2019.