Vacature: Logistic Specialist II Critical Parts Management
Werkgever:Mercedes-Benz Customer Assistance Center Maastricht
Plaats:Maastricht
The organisation
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 function
The Logistic Specialist reports directly to the Manager. The staff function usually owns or supports a business stream, can create and update relevant reporting data and provides departments worldwide with advanced troubleshooting knowledge and demonstrating operational best practices to all Mercedes-Benz Business Partners. The main responsibilities of the job holder cover subject specialist roles such as cross-functional, international projects, quality and process analysis, reporting structure etc. He/she is responsible for creating and identifying effective business process and procedure optimizations as well as structural implementations to maximize and ensure the best Quality of Service and Customer Experience. The Logistic Specialists work closely with the Manager and the Operation Managers and support the internal framework with expert knowledge to fully meet the department's objectives. He/she collaborates with internal and external stakeholders.
Tasks and responsibilities
- Safeguard Knowledge of Processes, Tools and Systems MBCAC/GLC to the best level
- Actively create and ensure up-to-date documentation on Knowledge and Processes
- Efficient and Effective Planning of own Activities in order to safeguard SLA’s and Deadlines
- Analyze, Monitor and Report Quality Standards and KPI’s to Management Level
- Deliver High Performance on Quality, KPI’s and Customer Experience in a Key Account function for multiple Markets
- Ensure Professional Standard of communication to internal-/external Business Partners Worldwide
- Support in Projects and able to lead work packages (track/communicate status and act on deadlines)
- A methodological and LEAN approach to problem-solving (IF/NOT/THEN/WHEN/etc)
- Proactively identify and signal quality improvements and efficiency gained within supported services
- Responsible for a key account function for multiple Markets as well as internal/external Business Partners
- Maintain contacts with customers and/or business partners on various levels inside and outside of the CAC/GLC, considering relevant agreements, to solve escalated problems and signalize opportunities to improve business processes
- Ensure process adherence in own team and if relevant towards Business Partners Worldwide
- Monitors quality and process adherence
- Understand core customer concerns and interact with business partners to obtain relevant information to facilitate accurate and timely answers to inquiries / Escalations
- Manage changes in project scope, schedule and costs in a structured and consistent way
- Manage interdependencies with other projects & initiatives
- Knowledge of stakeholder management
- Create and maintain comprehensive project documentation & administration
- Input of ideas and proposals
Requirements
- Fluent level in English, and preferably an additional CAC language, written and spoken.
- Advanced analytical skills
- Ability to manage complexity under high pressure and stress
- Strategic, progressive and out-of-the-box thinking, think in solutions not problems
- Demonstrate independent working, taking responsibility and accountability for work streams
- Demonstrate active attitude in own development of Knowledge and Skills
- Strongly oriented to Customer Satisfaction and Quality of Service
- Experience in project management and process landscape mapping
- Good business acumen and subject expertise in business area
- Deep knowledge of the Aftersales Logistics systems and processes
- Ability to interact with a very large variety of stakeholders
- Automation knowledge is no hard requirement yet would be a plus
- Willingness to travel
- Professionally communicate complex subjects in front of high management
We offer
We offer you a job in a multicultural, dynamic and informal international working environment with interesting conditions, both primary and secondary:
- Holiday allowance: 8% of annual salary
- Competitive performance-based salary growth
- Company result-oriented bonuses
- Transportation plan
- Collective health insurance at discounted rates
- Non-contributory pension plan
- Lucrative relocation package, if applicable
The procedure
Please use the “apply” button to upload your CV, Letter of Motivation, and any other documentation that adds value to your application.
We can only accept applications via the mentioned application process for data privacy reasons.
