The Mercedes-Benz Customer Assistance Center is an international multicultural organization and an integrated part of Daimler’s Mercedes-Benz Cars Marketing & Sales. We think and act globally and assume a leading role for the Mercedes-Benz Customer Assistance Centers all over the world. From our offices in Maastricht in the Netherlands, we 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 an important connection to the Mercedes-Benz brand. That’s why we live the brand’s most important promise: “The best or nothing”.

The function

The Mercedes-Benz Customer Assistance Center Maastricht is also 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 Expert’s role is to liaise with internal and external partners for resolving complex issues.

The Technical Service Representative acts within a high-level technical department with Expert’s tasks. Reports directly to the Technical Operations Manager and her/his field of responsibility covers the support and handling/dealing with cases of Daimler customers as 1st level and/or requests/incidents of Daimler retail network, Daimler 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 Daimler 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 Daimler internal partners;
• Ensure continuous update of own information and relevant knowledge regarding supported products, tools, Daimler 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;

Requirements

• Excellent German language skills, written and spoken;
• Fluency in English (corporate language);
• Experience in customer support / problem solving business processes.
• Acts as a “brand ambassador” with a strong customer focus;
• IT literate (Basic knowledge & MS Windows/Office);
• Effective communication skills with coworkers and customers;
• Creativity when handling problems independently;
• Excellent tracking skills and analytical attitude towards work;
• Strong time management, accountability and organizational skills;
• Open-minded to a diversity of cultures;

We offer

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

• Monthly gross salary of € 2.329 (*)
• Full-time position of 40 hours per week, Monday-Friday dayshifts
• Definite contract for one year, with option to an indefinite contract afterwards.
• Lucrative relocation package. If applicable, you will also be reimbursed for first arrival, housing fee, and moving costs.
• 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
• A “tailor made” individual development plan

· Extensive initial training and a follow up program.

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

The procedure

Due to data privacy reasons we cannot accept any applications sent by email. Please be so kind to use the link provided.

Please use the “apply” button to upload your CV and Letter of Motivation (English only) and any other documentation that adds value to your application via the following link: https://bit.ly/2ISfuDI