Oorspronkelijke vacature omschrijving:

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 goal of the Logistic Operations Manager is to maximize and maintain the performance of the team and to ensure business continuity at all times. The job holder’s field of responsibility covers the supportive functions for various stakeholders within and outside the Mercedes-Benz AG organization in a multilingual and multicultural environment to ensure efficient workstreams, business relationships and common business objectives.

Management

• Ensure effective, qualitative and quantitative staffing within the budget
• Responsibly steer and manage the team and be able to make decisions in own business area
• Conduct performance reviews and regular coaching and training sessions with the team to implement a culture of collaboration, co-learning and continuous development of employees within the own team in line with MB CAC/GLC policies and guidelines
• Lead and inspire team to deliver highly qualitative and self-accountable performance and instill customer orientation
• Actively drive the creation and update of content in all knowledge management resources
• Actively signal and indicate to colleagues and business partners to improve processes, tools and systems
• Collaborate with internal and external stakeholders to contribute to overall business objectives as well as support administrative requirements
• Act independently of managerial direction in pursuing advanced solutions, document and develop ideas for improvement
• Establish a good network and effective communication with internal and external stakeholders
• Present and clearly communicate business strategies, progress and business objectives to internal and external stakeholders

Operational

• Ensure and steer quality standards, KPI’s and constant high-performance sustainability to ensure the Best Quality of Service and Best Customer Experience
• Be the point of contact for escalated topics from (Top )management and/or Business Partners and manage communication
• Apply own expertise to effect operational excellence and team objectives to own area of business. Actively improve own expertise
• Build strong relationships with GLC / business partners worldwide and manage mutual expectations professionally
• Demonstrate out-of-the-box thinking and initiate proper actions when the situation requires drastic measures

Analytical

• Set and follow clear KPI’s to ensure business objectives
• Identify and roll out efficient processes and ensure business continuity at all times
• A methodological and LEAN approach to problem-solving (IF/NOT/THEN/WHEN/etc)
• Proactively steer root cause analysis and provide problem insight to specialist staff and relevant colleagues and know when and where to escalate if needed

Project Management

• Able to support, initiate and autonomously lead Projects
• Goal-oriented Stakeholder Management
• Show ownership, be aware of deadlines and track and manage accordingly. Communicate and follow up on milestones and adjustments if necessary to safeguard project objectives

Requirements

• Higher vocational education
• Fluent level in English
• German will be preferably
• Strong leadership and people management skills
• Highly professional and consistent communication skills
• Experience in managing and communicating on all levels, internal and external stakeholders
• Ability to coach and train employees
• Be able to create and present business case for improvement projects
• Advanced skills/experience in MS Office Excel, PowerPoint
• Affinity with automation projects
• Ability to manage complexity under high pressure and stress
• Strategic and progressive thinking; Think in solutions, not in problems
• Demonstrate out-of-the-box thinking and accountability when handling challenges
• Advanced skills in project management preferred
• Entrepreneurial approach and good business acumen
• Strongly oriented to Customer Satisfaction
• Willingness to travel

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.