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.
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 role is to liaise with internal and external partners for resolving complex issues.
The logistic Service Representative acts within a high level logistics department with specialist tasks. Reports directly to the Operations Manager and her/his field of responsibility covers the support and handling/dealing with cases of Mercedes-Benz customers as 1st level and/or requests/incidents of retail network, Mercedes-Benz Head Quarter, Market Performance Centers (MPC’s) and customers outside the service network.
Tasks & responsibilities:
- Resolve escalations on several levels and priorities, (back) order management, reverse and return logistics related issues for all Mercedes-Benz business units (passenger cars, vans and trucks);
- Appropriate usage of available resources and documentation of business related activities in relevant system (eg. ticketing system);
- Analyze and investigate logistic issues using own knowledge, computer applications, databases with other Mercedes-Benz entities and external partners;
- Assess requirement to involve 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;
- Ensure complete, accurate documentation of all related issues like fast lane, shortage escalation and shortage request handling, 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;
- Continuously monitor assigned/open cases to ensure timely investigation and response to support requests and departmental reporting commitments to Mercedes-Benz internal partners;
- Ensure continuous update of own information and relevant knowledge regarding supported products, tools, Mercedes-Benz processes and information systems. Ensure changes to service-relevant MBCAC operational procedures are incorporated in own work;
- Special case, order management & proactive case handling related to bottleneck parts including all relevant requirements;
- Special manual order handling national and international e.g Referral;
- Plan, develop and execute Retail trainings in terms of Critical Parts Topics;
- Communicate directly with the retail in terms of bottleneck requirements, -escalations and Fast Lane;
- Excellent management skills to handle cases based on the escalation level (end to end) to find the best solution for the customer;
- Excellent communication skills will be required to solve issues directly with the retailers by phone, email, workflow and systems.