| 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 a very important connection to the Mercedes-Benz brand.
The Customer Assistance Center’s core services are delivered by Operations: Roadside Assistance, Customer Complaint management and Enquiry management. All our supporting departments, such as Retail services, Operational Excellence and Critical Parts Management, are also located in our offices in Maastricht.
Furthermore, our task is to create a global Customer Contact Center network. Therefore we have established the department “Global Contact Center Management”. Having the global Governance mandate, we manage the worldwide implementation, standardization, innovation and performance of Customer Contact Center services within Daimler AG.
That’s why we live the brand’s most important promise: “The best or nothing”. |
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| The function |
Cooperation is crucial when it comes to finding the best solutions and answers to our customers. You will be responsible to providing and support within the Aftersales Logistics Business our Global Partner around the world in terms of Reverse Logistics, Claims and Non Process Partner Critical Parts Management within the Team - Partner Network Management & Life Cycle Service. You have to ramp up and establish the business within the Customer Assistance Center in Maastricht for approximate 15 employees with various nationalities in a first step.
Main responsibilities:
- Managing and coaching a (multicultural) team of Parts Specialists and/or Technical Service Representatives, with the business scope of dealing with cases of Daimler partners as 1st level and/or requests/incidents of Daimler network, Daimler Head Quarter, process partners, market performance centers, general distributors and customers outside the logistic network;
- Responsible and to ensure processes and standards for the global claim, reverse & returns logistics and critical parts issues of Non Process Partner;
- Managing all issues regarding parts return related issues and ensure the worldwide 1th level support;
- Managing all claim issues regarding parts delivery related issues and ensure the worldwide 1th level support;
- Management within the global Aftersales Markets in a timely manner;
- Monitoring and registering the individual and team key performance indicators, as well as the attendances and absences of team members checking and if necessary adjusting staffing level to an efficient level, for your own team and others within Partner Network Management;
- Communicating and functioning as an intermediary between Suppliers, Purchasing Departments, Head Quarter, market performance centers, logistic network, process partners other 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;
- Participating in the set up and resolution of procedural issues with Suppliers, Head Quarter, market performance centers, process partner, logistic network and other departments, to enhance business performance;
- Continuously participating in improvement processes in order to contribute to effectiveness and efficiency within the Supplier Management;
- Steering and leading of related Projects;
- Work and lead joined project in terms of Partner Network Management within Daimler AG;
- Steer and handle the appropriate Operations Team;
- Cooperate with all the Process Partners and the appropriate contacts within the Daimler AG in terms of Claims, Returns and Critical Parts related issues.
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| Requirements |
Job requirements
- Fluent level in English, German and preferably an additional Customer Assistance Center language, written and spoken;
- Leadership and people management skills;
- Experience as a team leader is an advantage;
- Experience in project management;
- Entrepreneurial approach;
- Strongly oriented to Customer’s Satisfaction;
- Ability to set and share clear directions and vision to the team members;
- Ownership and independent thinking;
- Ability to manage complexity and communicate on different levels;
- Ability to coach and mentor employees;
- Ability to manage high pressure and stress;
- Strategic thinking;
- Creativity when handling problems independently;
- Willing to worldwide travel.
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| We offer |
| Full-time position 40 hours per week between Monday to Friday, dayshift.
The salary for this position is based on a 40-hour week, salary group 8. |
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| The procedure |
| Please use the “BEWERBEN” button to upload your English CV and German Letter of Motivation and any other documentation that adds value to your application.
For more information about this vacancy please contact Corporate Recruiter Sarah Beckers on: +31 43 35 62 710. |
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Niederlande, Amsterdam
Verfügbar ab Jun 02, 2024