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 function

The Business Intelligence Specialist will be part of the Business Analytics & Global Performance Management (BA&GPM) Team which consists of ten Business Intelligence Specialists. The BI Specialists are responsible to provide best-in-class reporting solutions and support to all stakeholders across the world.

The Business Analytics & Global Performance Management department is part of ‘Business Excellence’, which also includes the ‘Satellite and Vendor management’ team and the ‘Project Management Office’. Business Excellence in its turn belongs to the GSP/OC3 department which has a global governance role over all Daimler contact centers. Currently we have (regional) contact centers in the Netherlands, South-Africa, Turkey, Scandinavia, Balkans/Baltics, Portugal, Canada, Japan and Korea. Other regions are being rolled out. As part of this governance role GSP/OC3 is responsible for the implementation of new projects and initiatives in these contact centers. Typical projects are related to the roll out to new markets or the implementation of new services or technologies (e.g. those related to connected vehicles)

The key tasksof Business Intelligence specialists are:

• Support users across the world on content as well as technical Business Intelligence related questions.
• Safeguard the quality of the services and solutions delivered to our users.
• Monitor the performance of the reporting environment.
• Design and implement reporting solutions using the relational/dimensional methodologies within the Corporate BI tool.
• Identify and flag problems. Cooperatively determine appropriate solution steps in collaboration with other specialists.
• Support the implementation of standardized best practices.
• Coordinate process and system requirements coming from the business partners.
• Enable standardization of KPI’s allowing transparency in worldwide performance.
• Convert business requirements into technical specifications.

Requirements

• Higher vocational or academic level through education or experience.
• Working experience in Customer Contact Center environment is preferred.
• Fluency in corporate language English.
• Deep knowledge of Business Intelligence tools (Cognos, Tableau, Qlikview, Microsoft BI, or similar).
• Extensive knowledge of Microsoft Office, especially Excel (VBA\VBE and PowerPoint).
• Knowledge of reporting methodologies (Dashboarding, Balance Scorecarding, data visualization).
• Good communication skills, both verbal and written.
• Strong organizational, able to prioritize and organize tasks and responsibilities efficiently.
• Affinity with administrative tasks.
• Strong team player.
• Preferably experience in working with a multicultural team.
• Ownership and independent thinking.
• Result oriented mindset and ability to work under pressure.
• Knowledge of data warehouse (DW or DWH), also known as an enterprise data warehouse (EDW) architecture.
• Knowledge of dimensional modeling (design and implementation), data modeling & data warehousing (SQL, PL\SQL).
• Knowledge in data mining and data analysis (SPSS & R).

We offer

You have the opportunity to work in a growing international company in an ambitious, professional and dynamic environment. Furthermore we offer a competitive remuneration package.

An extensive relocation package is offered to candidates living further than 50km from the CAC, moving within 20km from the CAC. Collective health insurance, opportunities for further self-development, result-oriented bonus (variable payment) and a pension plan are all part of our secondary benefits

The procedure

For more information about this vacancy please contact the Recruitment Office on +31 43 356 2085