Oorspronkelijke vacature omschrijving:

The organisation

About us:

We are the Mercedes-Benz Customer Assistance Centre Maastricht. Years of experience and our strong focus on customer centricity have given us the 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 also in support of the retail and logistics organizations.

WE CARE for customers, they are part of our DNA.

The function

About the team:

Within the Retail Services department, we are responsible for technical enquiries about parts for Mercedes-Benz passenger cars and vans. The supported entities are the Retailers. Furthermore, the specialist role is to liaise with internal and external partners for resolving complex issues. The Technical Retail Support Parts 1st level is the first point of contact for delivering support in regards to technical parts enquiries based on the Xentry Portal Parts job. The supported entities consist of the Mercedes-Benz retail organization in several European countries.

These will be your tasks and responsibilities:

• Handles delegated technical parts topics from Mercedes-Benz Workshops
• Handles escalated topics from markets / leadership team
• Supports sub-level operational departments and sub-teams with advanced troubleshooting knowledge and techniques, demonstrating operational best practice to all contact partners within MBCAC and the Mercedes-Benz Group
• Appropriate usage of available resources and documentation of business related activities in relevant system (e.g. ticketing system)
• Proactively and continuously monitor workload to ensure timely investigation and response to support requests
• Is able to provide feedback to business partner influencing product specification and policy
• Is able to signal process change requirements to business partners
• Uses out-of-the box thinking to develop alterfluent solutions when established processes are not sufficient
• Ensures quality improvements within supported services
• Proactively steers analytical reasoning and problem solution amongst colleagues

Requirements

This is what we are looking for:

• Excellent command of German, both spoken and written
• Very good command (spoken and written) of English (company language)
• Minimum 2 years of experience within similar area of business is a must
• An engineering or mechanic background is required
• Must have experience as a car mechanic, or have extensive knowledge about car parts
• Ability to work with technical drawings in 2D and 3D applications is required
• Expert skills in technical support and problem solving
• Excellent communication skills (B2B)
• Ability to work according given processes
• Experienced to work with (technical) automotive catalogs and databases
• Checks and corrects erroneous data content in systems where encountered or prompts responsible party to amend
• Knowledge in applications of the Xentry portal like VeDoc, Parts Information etc. is a plus

We offer

Become part of the Mercedes-Benz CAC and experience the following benefits:

• Multicultural, dynamic, and international work environment
• Attractive salary: €2.981 gross (approx. €2.583 net) for 40h/week
• Initial training followed by a buddying program for optimal preparation
• Individual development plan for personal & professional growth
• 200 holiday hours (full-time) and 8% holiday allowance
• Annual performance-based salary increases & company bonus system
• Relocation package: travel costs covered and providing 6 weeks of accommodation (if applicable)
• Flexible transport options: free bike, public transport, or allowance
• Discounted collective health insurance
• Non-contributory pension plan (fully paid by the employer)
• Flexible hybrid work model (after onboarding)
• 40 working hours
• Discounts on gym, sports classes, restaurants & shops
• Events organized by the company where you can connect with colleagues from all departments

The procedure

Becoming... One of Us

Is this the right position for you? Simply upload your application documents including CV and letter of motivation in English via the link.

For data protection reasons, we cannot accept applications via other channels.