Oorspronkelijke vacature omschrijving:

The organisation

The Mercedes-Benz Customer Assistance Center Maastricht with the Retail Service department is the global escalation entity for parts in the Mercedes-Benz logistics chain. The supported entities consist of the Mercedes-Benz local headquarters, general distributors and logistic centers. Furthermore, the TSR III’s role is to liaise with internal and external partners for resolving complex issues. The Technical Service Representative III acts within a high level technical department with specialist tasks. The TSR III reports directly to the Technical Operations Manager and her/his field of responsibility covers the support and handling/dealing with cases of Daimler customers as 2nd level and/or requests/incidents of Daimler retail network, Daimler HQ, logistics centers) and customers outside the service network.

The function

Your tasks & responsibilities: ?

• Analyze and investigate logistic issues using own knowledge, computer applications, databases with support GSP N level support, other Daimler entities and external partners. ?
• Assist the Operation Manager in team development and people management topics ?
• Assess requirement to involve other Technical Specialists and/or Management and delegate / escalate according to process when required. Ensure correct activity documentation and routing of delegation via the appropriate systems ?
• Resolve fast lane escalations and (back) order management for all Mercedes-Benz business units (passenger cars, vans and trucks) ?
• Ensure complete, accurate documentation of all related issues according to specific data requirements of each request, in order to facilitate the case handling and to provide other parties involved with the relevant information. ?
• Appropriate usage of available resources and documentation of business related activities in relevant system (eg. ticketing system) ?
• Monitoring and registering the individual and team key performance indicators, as well as the attendances and absences of team members ?
• Communicating and functioning as an intermediary between HQ, MPC’s, retailers, logistic network, process partners other CAC departments and the team ?
• Identifying training, information and equipment needs within own team and in addition of supported stakeholders. Coordinating the set-up of required trainings and thus fulfillment of these needs ?
• Act as a liaison contact person with the logistics centers in order to ensure smooth deliveries of goods ? Continuously monitor assigned/open cases to ensure timely investigation and response to support requests and departmental reporting commitments to Daimler internal partners. ?
• Ensure continuous update of own information and relevant knowledge regarding supported products, tools, Daimler processes and information systems. Ensure changes to service-relevant MBCAC operational procedures are incorporated in own work. ?
• Excellent management skills to handle cases based on the escalation level (end to end) to find the best solution for the issue ?
• Excellent communication skills will be required to solve issues directly with the retailers via phone, email, workflow and systems ?
• Work on continuous process improvements in project groups within the Daimler AG

Requirements

• Effective communication skills with coworkers and customers ?
• Native language skills UK-English, Greek skills strongly preferred as both written and spoken. Other European language skills are an advantage. ?
• Experience in customer support / problem solving business processes ?
• Creativity when handling problems independently ?
• Excellent tracking skills and analytical attitude towards work ?
• Strong time management, accountability and organizational skills ? Excellent knowledge of principles and processes for providing customer and personal services ?
• Affinity with the car trade and technology ?
• Strong identification with the Daimler organization ?
• Knowledge of Daimler products and their parts ?
• Strong stress management skills ?
• Handling escalations in combination with regular workload without detriment to own stress level ? Acts as a “brand ambassador” with a strong customer focus ?
• IT knowledge (Basic knowledge & MS Windows/Office) ?
• Strongly oriented to Customer’s Satisfaction, both B2B and B2C ?
• Integrity, client focus and going the extra mile to bring valuable solutions ?
• High communication skills in crucial conversations ?
• Strong willingness to travel

We offer

Compensation

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
• 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
• 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.

Working Conditions

• Full-time position 40 hours per week between Mondays to Friday, ?
• Rotational shifts can occur and must cover opening hours of the market. ?
• Willingness to work on (bank) holidays when respective market is open.

This Technical Service Representative position is on a fulltime base. The salary linked to this position is
€ 2685,= gross* a month. We provide an extensive initial training and a follow up buddy program.

* Please take into account that The Netherlands has a divergent tax system than other EU countries.

The procedure

Please use the "apply" button to upload your English CV and Letter of Motivation and any other documentation that adds value to your application. For more information about this vacancy please contact Sarah Beckers on+31 43 356 2710.