Customer Service Process Specialist

6 days ago

Beijing, Beijing, China Mercedes-Benz Full time
Job Description

As a key member of the Mercedes-Benz team, you will be responsible for providing support to District Managers on CS related processes implementation and parts data analysis. This role involves coaching and supporting dealerships on parts management, as well as updating all parts business data reports.

Key Responsibilities
  • Initiate and lead Region North CS marketing projects, including project planning, execution, communication, and delivery to dealers.
  • Manage CS marketing operation issues, interpret regulations and requirements, provide guidance on CS marketing materials, and communicate CS marketing activities.
  • Coordinate central CS marketing aligned events, including communication and Q&A to dealers, feedback, and reports to the central team.
  • Prepare the Region North CS budget plan, various reports to the central and region, CS quarterly newsletters, and conference presentations.
  • Plan, organize, execute, and document Regional dealer conference CS sessions.
Additional Responsibilities
  • Generate daily, monthly, and weekly parts reports, as well as CS business 5 ratios reports.
  • Produce CS retention rate monthly reports, dealers' CS business dashboards, and assist with annual target achievement.
  • Generate CS business management reports and other CS related reports as needed.
Requirements
  • University degree preferred.
  • Good command of written and verbal English.
  • Background in the automotive or IT industry with retail experience, excellent oral and written skills, and sound problem-solving abilities.
  • Knowledge of retail/wholesale operations, automotive After-Sales Dealer Management Systems, and coaching and communication skills.
Benefits
  • Flexible working hours and hybrid work options.
  • Employee events and mobility offers.
  • Health measures and employee discounts.
  • Barrier-free accessibility and good work-life balance.

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