Klant van Jobbird Mercedes-benz customer assistance center nv maastricht

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Mercedes-benz customer assistance center nv maastricht


Soort organisatie
Werkgever
Branche
Automotive
Locaties
Maastricht
Aantal medewerkers
501-1000
Internationaal actief
Nee
Onderdeel van
www.daimler.com
Jaar van oprichting
1998

Wie zijn wij?

The Mercedes-Benz Customer Assistance Center is an international multicultural organization and an integrated part of Daimler’s Mercedes-Benz Cars Marketing & Sales. In our offices in Maastricht we think and act globally and assume a leading role for the Mercedes-Benz Customer Assistance Centers all over the world. Our goal is to provide excellent assistance to our customers and dealers of well-known Daimler brands like Mercedes-Benz, AMG, smart, Setra and Mercedes me. 24 hours a day, 7 days a week, 365 days a year, we ensure our customers’ mobility with our roadside assistance. Additionally, we take care of all kinds of enquiries about passenger cars, trucks and vans during our opening hours. For our customers we are maybe the most important connection to the Mercedes-Benz brand. That’s why we live the brand’s most important promise: “The best or nothing”.

Wat bieden wij?

Do you love working with demanding customers and finding solutions that exceed customers’ expectations? Do you enjoy being part of an international and diverse team? And – last but not least – would you like to work for one of the most valued brands in the world? Then the Mercedes-Benz Customer Assistance Center is the place for you. In our dynamic and fast-growing organization you will find plenty of opportunities for your own professional growth. You will join an international team with smart and motivated colleagues – all united by the motivation to thrive. Here you will have many opportunities to demonstrate your abilities and learn new skills. To support your professional development, you will attend customized training sessions. In addition, you will receive an attractive compensation package with various fringe benefits, i.e. holiday allowance and transportation allowanc

Bedrijfscultuur

The Mercedes-Benz Customer Assistance Center Maastricht, a Daimler Company, provides the best service solutions for customers, Mercedes-Benz retail and business partners in their native language. We coordinate roadside assistance, manage enquiries and complaints, and support the Mercedes-Benz retail organization with a range of services that include support for hardware and software diagnostics.

Kernwaarden en activiteiten

As representatives of Daimler brands (Mercedes-Benz, smart, Mitsubishi Fuso, EvoBus) we are part of the after-sales organization Global Service & Parts and the central point of contact for European customers and retailers. We share one common goal: providing the best services in the world to delight customers and satisfy partners with a skilled and motivated team. The CAC is a young company with generous opportunities for professional growth and individual development.


Plan route

Afstand

Nieuwste vacatures

  • Business Process Specialist

    • 11 dagen geleden
    • 56 views
    • Maastricht
    • 40 uur
    • WO/Universitair
    Mercedes-Benz Customer Assistance Center Maastricht N.V.The Mercedes-Benz Customer Assistance Center is an international multicultural organization and an integrated part of Daimler’s Mercedes-Benz Cars Marketing & Sales. In our offices in Maastricht we think and act globally and assume a leading role for the Mercedes-Benz Customer Assistance Centers all over the world. Our goal is to provide excellent assistance to our customers and dealers of well-known Daimler brands like Mercedes-Benz, AMG, smart, Setra and Mercedes me. 24 hours a day, 7 days a week, 365 days a year, we ensure our customers’ mobility with our roadside assistance. Additionally, we take care of all kinds of enquiries about passenger cars, trucks and vans during our opening hours. For our customers we are maybe the most important connection to the Mercedes-Benz brand. That’s why we live the brand’s most important promise: “The best or nothing”. Process Management & StandardizationWithin the newly established department “Global Contact Center Management” we are looking for a Business Process Specialist to strengthen the Process Management & Standardization team. This team has a leading role in defining the Customer Contact Center (CCC) business process standards. Process simplification, standardization, innovation and globalization are of key importance in this respect.  Business Process SpecialistThrough continuous process simplification, standardization & innovation, the Specialist is required to make a valuable contribution to quality and efficiency in the existing CCCs around the world. He/she also plays an important role in the rollout of business processes at new CCCs that are being connected to the global network.Some of the key aspects of the Specialist’s responsibilities are: process (re)design, business requirement engineering (for CRM system), process documentation, roll-out & implementation support and process monitoring & optimization.Being part of strategic projects & initiatives, the Specialist provides expert consultancy to a wide variety of stakeholders within the CAC as well as in the Daimler organization.   Main tasks/ responsibilities: GeneralAct as a change agent within the organization, taking a leading role in CCC business process simplification, standardization and innovationAct as expert consultant for continuous process improvement at existing CCCs, to support the rollout of business processes at new CCCs, for further development of the CRM system (Siebel) and as part of strategic projects & initiativesBe a professional counterpart for CCC front offices (Customer & Retail facing services) for subjects related to business processesEvaluate and further specify business requirements and recommend appropriate solutions and/or system enhancements Process design & documentation Assess the impact of changes within the core business process environmentDefine business related data requirements, specifically for new vehicle functionalitiesEnsure process related data/values are maintainedSupport the set-up and implementation of process KPI’s and targetsDescribe, create and maintain high-quality process documentation, including flow-charts and job aids, in line with ISO 9001 quality standardsCoordinate the management and implementation of operational templates according to current business processes and business requirements Process implementationEnable the CCC Operations to effectively implement new business processes / business process changesSupport business process implementations through consistent and proactive communication with all relevant stakeholders Process monitoring and optimization Measure, monitor and analyse effectiveness of core business processes; identify opportunities for improvement; derive and support the implementation of countermeasuresCreate relevant information for management on business process performance (process effectiveness as well as adherence)Analyse & implement CRM system demands and change requests following the ruling IT procedures. Work with IT to find system solutions to optimize process executionSupport in monitoring KPI target achievements Project Management Manage successful implementation of team specific projectsTake part in strategic projects through successful implementation of specific work packagesEffectively use and adhere to standard project management methodology & PMO principles  Requirements University degree/Academic level of working and thinking2-4 years of Process Management experience with track record of successful process (re)design and implementation of standardized processesWorking experience in Customer Contact Center environment is preferredFamiliar with BPM, Knowledge Management and continuous improvement principles (concepts, methods, tools)Familiar with Project Management and use of related methodologies(e.g. PRINCE2)Process Certifications (e.g. Six Sigma, Lean, BPM) and knowledge of waterfall and agile IT delivery methods are a plusAbility to summarize and simplify complex processes and systemsGood formal and informal communication and presentation skills(verbal and written)Ability to form and maintain constructive cross-functional relationshipsAbility to interact with a large variety of stakeholders from different levels in the organizationEffective in consulting & analysing stakeholder requirementsExcellent analytical and problem-solving skillsIndependent acting – good time management, organizational and planning skillsStrong conceptual thinkerAccurate and detail-orientedStrong team playerExtensive knowledge of Microsoft OfficeWorking experience in a multicultural environmentFluent in corporate language English (ideally a good understanding of German language)Affinity with Mercedes-Benz (vehicles & technologies)Willingness to travel for work when required 
  • Business Intelligence Specialist

    • 11 dagen geleden
    • 60 views
    • Maastricht
    • 40 uur
    • WO/Universitair
    Business Analyses & Global Performance Management Within the newly established department “Global Contact Center Management” we are looking for a Business Intelligence Specialist to strengthen the Business Analyses & Global Performance Management team. This team focusses on delivering business intelligence solutions for both our internal (CAC) as well as external (worldwide) counterparts with a strong focus on standardization and global performance. The team strives to deliver superior BI solutions by means of working with industry leading tools.   Business Intelligence Specialist The Business Intelligence Specialist is a business partner, who acts as a supporting source of Business Intelligence (BI) and provides best-in-class reporting solutions for his/her stakeholders. He/she provides BI and front-end Reporting knowledge and expertise, supports in ad hoc analyses and assists in new reporting concepts as well as in the development and maintenance of front-end reporting solutions.   Main tasks/ responsibilities:  General: The Business Intelligence Specialist examines the unique needs and concerns of our business to develop relevant practices and procedures for preparing business reports. This includes creating and maintaining efficient and secure systems for recording data and producing relevant documentation.     You will:work in a continually changing environment and to be simultaneously accountable to multiple peer team membersdesign and implement reporting solutions using the relational methodology within the standard BI tool.describe technical and functional changes needed in the BI toolconsult and follow up on projects in which BI tool capabilities are involveddesign a concept which links several BI tools together.identify and flag problems. Cooperatively determine appropriate solution steps in collaboration with senior specialistsJob requirements:Master's degree (Business Administration or Computer Science) or a business-related major, such as economics, finance, or accounting with significant experience in computer database management, programming, or software development.Fluent in English (corporate language)Working experience in Customer Contact Center environment is preferred.Extensive knowledge of Microsoft Office, especially Excel (VBA\VBE and PowerPoint)Knowledge and experience in data mining and data analysis (SPSS & R)Deep knowledge of Business Intelligence toolageKnowledge of reporting methodologies (Dashboarding, Balance Scorecarding, data visualization).Knowledge of dimensional modeling (design and implementation), data modeling & data warehousing (SQL, PL\SQL)Strong organizational and communication skillsAble to prioritize and organize tasks and responsibilities efficientlyStrong team playerSelf-initiator, ability to think out of the box and proactively looking for solutions and knowledgeKnowledge of data warehouse (DW or DWH), also known as an enterprise data warehouse (EDW) architecture. Capability to recognize and visualize EDW processes in order to determine implications and dependencies on reporting and data analysis.

Contactgegevens
Mercedes-benz customer assistance center nv maastricht
Maastricht
Bedrijfswebsite

Contactpersoon
Gianni Crisafulli
+31 43 356 21 40

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