Oorspronkelijke vacature omschrijving:

The organisation

The Mercedes-Benz Customer Assistance Center is part of Daimler’s Mercedes-Benz Cars Marketing & Sales. Our multicultural environment provides a positive working atmosphere and allows us to act globally by assuming a leading role for all Mercedes-Benz Customer Assistance Centers. 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”.

The function

In Partner Network Management, the dealer hotline is the face to our dealers and wholesalers within Europe. Great customer service is what we strive for, and dealer/wholesale service expects nothing less. You will be the key contact for after-sales parts orders support and resolutions. You will be responsible for coordinating between your customers (the dealers) and our critical parts management teams. You will regularly be in touch with the dealer and partners in the Daimler supply chain via phone or email in order to provide status updates on delivery, and proactively escalate cases to accelerate backorders. We are currently looking for 3 full-time team members for the markets Spain & Greece.

Your tasks & responsibilities:

• Act as a liaison between the dealers and logistics centers in order to ensure smooth deliveries of goods
• Fulfill and execute orders for your customers, and handle each case with care and integrity
• Resolve parts enquiries and fast lane escalations, (back) order management and related issues for all Mercedes-Benz business units (e.g. passenger cars, vans and trucks)
• Assess requirement to involve Technical Specialists and/or Management and delegate / escalate according to process when required.
• Continuously monitor assigned/open cases to ensure timely investigation and response to support requests and departmental reporting commitments to Daimler internal partners.
• Complete documentation and data tracking in order to facilitate proper case handling
• Special case and order management handling

Requirements

Skills:

• Fluent to native level of Spanish or Greek
• Fluent in English (company language)
• Portuguese or Italian language skills is an advantage
• Excellent communication skills are required to solve issues directly with the customer via phone, email, workflow and systems
• Effective prioritisation skills to handle multiple cases at a time
• Process oriented, ability to quickly understand and work within supply chain systems
• Ability to work flexibly and independently
• Strong time management, accountability and organisational skills
• Stress resistant
• IT knowledge (proficient command of MS Office)
• Strongly oriented towards customer satisfaction, both B2B and B2C
• Affinity with the automotive industry a plus
• Experience in a customer oriented role a plus

We offer

Compensation
We offer you a job in a multicultural, young and informal international working environment with interesting conditions, both primary and secondary:

Benefits:

• A “tailor made” individual development plan
• Employee Car Program: discount on new or used Daimler brand cars
• Transportation plan: free bike every 3 years, free public transport or contribution to fuel costs
• Collective health insurance at discounted rates
• Pension plan
• 200 vacation hours (based on full time employment)
• Holiday allowance: 8% of annual salary
• Competitive performance based salary growth
• Result oriented bonuses
• Lucrative relocation package. If applicable, you will also be reimbursed for first arrival, housing fee, and moving costs.

Working Conditions

• Full-time position 40 hours per week between Mondays to Friday,
• Willingness to work on public holidays
• Rotational shifts can occur and must cover opening hours of the market (between 7am and 7pm)

The salary linked to this position is € 2.290,= gross* a month. We provide an extensive initial training and a follow up program.You will be offered one contract with a duration of one year, after this the contract will be of an indefinite time.

* Please take into account that The Netherlands has a divergent tax system than other EU countries.

The procedure

Please use the “apply” button to upload your English CV and Letter of Motivation and any other documentation that adds value to your application. For more information about this vacancy please contact the responsible Recruiter, Sarah Beckers, on+31 43 356 2710.