Customer Service Process Specialist

4 weeks ago


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

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
  1. Providing coaching and support to dealerships on parts management and customer service processes.
  2. Updating all parts business data reports and ensuring accurate and timely data analysis.
  3. Coordinating central CS marketing aligned events, including communication and Q&A with dealers, feedback, and reporting to the central team.
  4. Preparing the Region North CS budget plan, various reports to the central and region, CS quarterly newsletters, and conference presentations.
  5. Planning, organizing, and executing regional dealer conferences, including CS sessions.
Responsibilities
  1. Parts daily report, monthly report, and weekly forecast.
  2. CS business 5 ratios report.
  3. CS retention rate monthly report.
  4. Dealers' CS business dashboard.
  5. Assisting with annual TA.
  6. CS business management report.
  7. 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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