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Cristina Lopez Perez
cristina.Lopez_perez@mercedes-benz.com

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 Logistic Senior Representative acts on high-level specialist tasks within a Logistic or Technical department and reports directly to the Logistics Operations Manager. The primary responsibilities are to ensure the best Quality of Service and Customer Experience. The primary responsibilities are to manage all cases regarding backorder resolution, returns, adhocs, and claims for all Mercedes-Benz contract and non-process partners (Business Units: passenger cars, vans, and trucks/commercial vehicles) and act as an intermediate between Wholesale, MPC’s, Logistics Centers and Retailers. Involve other Partners in the supply chain and/or Management and delegate/escalate according to process when required.

Tasks & Responsibilities:

• Safeguard Knowledge of Processes, Tools, and Systems MBCAC/GLC to the most current level.
• Actively share Knowledge and Processes within the supported services
• Execute workload in accordance with the planning and ensure handover in case of Absence
• Deliver High Performance on Quality, KPI’s and Customer Experience in a Key Account function for multiple Markets
• Handle Escalations and Fastlanes, claims, reverse, and ad-hoc activities. Involve other Logistic Specialists and escalate timely according to the process required.
• Ensure Professional Standard of communication to internal-/external Business Partners Worldwide
• Methodological and LEAN approach to problem-solving (IF/NOT/THEN/WHEN/etc)
• Pro-actively identify and signal quality improvements and efficiency gained within supported services
• Provide correct and accurate information

• Native level in English; written and spoken
• Ability to manage complexity under high pressure and stress
• Out of the box thinking, think in solutions, not problems
• Demonstrate independent working, taking responsibility and accountability in daily work
• Demonstrate active attitude in own development of knowledge and skills
• Strongly oriented to customer satisfaction and quality of service
• Flexibility is needed

Please note that this is a hybrid working setup and we do not sponsor work permits or visas for this position.

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