Customer Service Process Specialist
4 weeks ago
As a key member of the Mercedes-Benz team, you will play a crucial role in supporting the implementation of customer service processes and analyzing parts data. Your primary responsibilities will include:
Main Tasks- Providing coaching and support to dealerships on parts management and customer service processes.
- Updating all parts business data reports and ensuring accurate and timely data analysis.
- Coordinating central CS marketing aligned events, including communication and Q&A with dealers, feedback, and reporting to the central team.
- Preparing the Region North CS budget plan, various reports to the central and region, CS quarterly newsletters, and conference presentations.
- Planning, organizing, and executing regional dealer conferences, including CS sessions.
- Parts daily report, monthly report, and weekly forecast.
- CS business 5 ratios report.
- CS retention rate monthly report.
- Dealers' CS business dashboard.
- Assisting with annual TA.
- CS business management report.
- Other CS-related reports.
Requirements
- University degree preferred.
- Good command of written and verbal English.
- Background in the automotive/IT industry (preferably) with retail experiences, excellent oral and written skills, and sound problem-solving abilities.
- Knowledge of retail/wholesales operation.
- Knowledge on automotive After-Sales Dealer Management Systems.
- Coaching and communications skills.
Benefits
- Flexible working hours.
- Hybrid work possible.
- Health measures.
- Mobility offers.
- Employee discounts possible.
- Barrier-free access.
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