Assistant Manager, Customer Service Representative

Job Description - Assistant Manager, Customer Service Representative (MER0003U8W)

Description

As an Assistant Manager for Critical Parts Management, you are responsible for providing customer service and support on escalating critical parts for responsible markets within APAC region. This includes liaise with internal and external partners, which consist of Mercedes-Benz local headquarters, CAC Maastricht, Global and Regional Logistic Center, market’s Parts Distribution Centre and Retailers to solve complex issues, process and resolve cases / request / incident whenever possible as 1 st Level Support to provide best customer experience to our customers.

Customer Support / Problem Solving

• Resolve escalations on several levels and priorities, (back) order management, reverse and return logistics related issues for all Mercedes-Benz business units (passenger cars and vans).
• Appropriate usage of available resources and documentation of business‑related activities in relevant systems (e.g., ticketing system).
• 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, bottleneck escalation, and shortage request handling according to specific data requirements of each request, to facilitate case handling and to provide other parties involved with the relevant information.
• 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.
• Communicate directly with the retail in terms of bottleneck requirements, escalations, and Fast Lane.
• Handle cases based on the escalation level (end‑to‑end) to find the best solution for the customer.
• Act as a liaison contact person with global and regional logistics centers to ensure smooth deliveries of goods.
• Clarify and initiate transport and shipment issues towards the appropriate dealers.
• Be the point of contact for Market Logistic Center to handle critical parts escalations.
• Provide status updates to Market’s management in terms of backorder status and critical cases reported.
• Provide dealers with the latest updates on critical parts escalations and initiatives handled for the Market via dealer conferences.

Analytical and Reporting

Qualifications

Education Level / Training

Experience (Type Of)

Specific Knowledge / Skill

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