jobid=A.0.0735
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Company Information
We are the Mercedes-Benz Customer Assistance Center Maastricht. Years of experience and our strong focus on customer centricity has given us 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 in support of the retail and logistics organizations.
WE CARE for customers, they are part of our DNA.
Function Description
The Logistic Service Representative acts on high-level specialist tasks and reports directly to the Logistics Operations Manager. The main responsibilities are to ensure the best Quality of Service and Customer Experience for the assigned markets.
Daily tasks are to manage order creation, order tracking, backorder resolution, escalations, and claims for all Mercedes-Benz contract and non-process partners (Business Units: passenger cars and vans) and to act as an intermediary between Wholesale, MPCs, Logistics Centers, and Retailers. When required, involve Management and/or other partners in the supply chain and delegate / escalate according to process.
Tasks & Responsibilities:
- Update and safeguard Knowledge of Processes, Tools, and Systems of MBCAC/LC/GLC to the most current level
- Actively share Knowledge and Processes within the supported services Aftersales
- Execute workload in accordance with the planning and ensure handover in case of absence
- Deliver High Performance on Quality, KPI and Customer Experience in a key account function for multiple markets
- Handle Escalations and Fastlane’s, claims, return, transport and order management activities. Involve other Logistic Specialists and escalate timely according to the process required
- Ensure professional standard of communication with internal-/external Business Partners
- A methodological and LEAN approach to problem-solving (IF/NOT/THEN/WHEN/etc)
- Pro-actively identify and signal quality improvements and efficiency gained within supported services
- Provide correct and accurate information
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Job Requirements
- Proficient level in native German and English, written and spoken
- Higher vocational or academic level through education or experience
- Highly professional and consistent communication skills
- Ability to manage complexity under high pressure and stress
- Out of the box thinking, think in solutions, not problems
- Demonstrate independent working, taking responsibility and accountability in daily work
- Demonstrate active attitude in own development of knowledge and skills
- Strongly oriented to customer satisfaction and quality of service
- Flexibility is needed
Wij bieden
Compensation
- Multicultural, dynamic, and international work environment
- Attractive salary: €2981 gross for 40h/week
- Up to 3 months of training 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
- Flexible transport options: lease a bike plan, public transport, or allowance per kilometer
- Discounted collective health insurance
- Non-contributory pension plan (fully paid by the employer)?
- Flexible hybrid work model (after induction)
- Discounts on gym, sports classes, restaurants & shops
- Events organized by the company to encourage interaction
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Contact Info
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.
Het bedrijf
Our home base is the Mercedes-Benz Customer Assistance Center (CAC) Maastricht, which is the central point of contact in Europe for After-Sales, caring for the needs of current and prospective Mercedes-Benz customers. Beyond this responsibility, we also steer and further develop the global Customer Contact Centers (CCC) of Mercedes-Benz for After-Sales and Sales.
Employees from 42 different countries add diversity and enrich an organization dedicated to driving customer satisfaction and high performance and act as brand representatives ensuring that customers and business partners receive support in their own language at a consistently high level.
For 25 years, the Mercedes-Benz Customer Assistance Center aims to provide the best quality customer service in Europe. Maintaining these standards would not be possible without all of the talented and motivated colleagues who contribute to the success of our company.
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