Kerja Sepenuh Masa, Manager, Customer Solutions di Mercedes-Benz Malaysia Selangor - Maukerja

As a Customer Solutions Manager, you are required to effectively manage and enhance customer relationships by promptly addressing dealer and market queries, overseeing parts technical escalations, and resolving critical parts issues. Ensure seamless communication between dealers, internal teams, and market stakeholders to maintain high levels of customer satisfaction and support business growth. Core responsibility is to establish and safeguard the growth of team, maximize and maintain the team’s overall performance. This includes liaising with internal and external partners to solve complex issues, standardize and improve processes relevant to dealer facing functions.

Customer Relationship Management:

• Establishing good customer support within the team and with markets.
• Overseeing all daily Order/backorder processing from customers.
• Establishing and maintaining an STO process and implementing improvement measures where necessary.
• Participate and facilitate CRM activities to efficiently produce or contribute through continuous improvement, resolving inefficiencies in processes and cost optimization for the organization.

Critical Parts Management:

• Maintain performance on CPM Team, providing dealers support service to markets in Asia/Pacific Region (APAC).
• Support and assist PDC APAC Region on escalation Critical Parts cases to resolve (back)orders, reverse and return logistic related issues for all Mercedes-Benz business units.
• Reactively and diligently coordinate and trace Management Escalations with relevant stakeholders in Germany, Europe and Asia/Pacific.
• Proactively collect, review, exchange and escalate information to relevant levels within MBPLAP and the organization in Germany, Europe and Asia/Pacific.
• Ensure constant best practice sharing with all business partners.
• Proactively drive standardization by continuously aligning processes and services within the region as well as the HQ organization in Germany.
• Proactively signal and indicate improvement of processes, tools and systems. If necessary, establish new processes in accordance with relevant stakeholders in HQ Germany, Europe and Asia/Pacific.
• Analyze and investigate highly urgent cases using special knowledge, computer applications, databases with other Mercedes-Benz entities and external partners.
• Continuously monitor assigned/open cases to ensure timely investigation and response to support requests and departmental reporting commitments to Mercedes-Benz internal partners.

Parts Technical 1st Level Support:

• Oversee and coordinate the resolution of escalations pertaining to Parts Technical matters, ensuring efficient issue management, resource allocation, and stakeholder communication to maintain operational excellence.
• Facilitate structured knowledge-sharing sessions to ensure that all team members are familiar with technical topics related to Parts, thereby enhancing their expertise and promoting consistent understanding across the team.
• Proactively signal and indicate improvement of processes, tools and systems. If necessary, establish new processes in accordance with relevant stakeholders in HQ Germany, Europe and Asia/Pacific.

People Management:

• Continuously ensure individual development of employees within the own team.
• Lead, coach, and mentor the team by providing guidance and directions to the members.
• Operationally organize, steer and manage the team based on qualitative and quantitative Key Performance Indicators (KPIs) with focus on Best Quality of Service and Best Customer Experience.
• Resolve differences, escalations, and/or customer complaints promptly and professionally.
• Proactively drive the creation and update of knowledge management resources.
• Understand local and HQ company policies, guidelines and values in all regards and continuously ensure compliance with them amongst all teams.

Continuous Improvement

• Development and establishment of policies, procedures, goals, and tools to monitor and improve Customer Satisfaction.
• Establishing good customer support with markets to build a strong working relationship through regular communications, exchange, and sharing of information and understanding the local business operations.
• Organization of Customer events and workshops to regularly exchange knowledge, skills, and experiences.
• Ensure continuous update of own information and relevant knowledge regarding supported products, tools, Mercedes-Benz processes and information systems.
• Analyze the customer requirements, business situation and map out processes to fulfil customer satisfaction.
• Create reporting transparency for Customer Support, Order Processing, Critical Parts Management and CRM functions to quantify daily workload and output from the team.
• Actively leading and steering team’s service quality by providing internal training (system and process) and create a platform for team members to constantly brainstorm based on actual scenarios.

QUALIFICATIONS

EDUCATION LEVEL / TRAINING

• University degree in Logistics or Business Administration/Engineering or other similar experience
• Strong identification with Mercedes-Benz organization
• Good computer literate (MS Windows Office)

EXPERIENCE

• Minimum 5 years’ experience in automotive industry, customer support, logistic environment or comparable
• Good understanding of interactions between demand and supply in the logistics chain
• Confident in decision-making and able to manage business conflict
• Able to get the best out of people; maximizing the contribution of involved team members
• Experience in leading people

SPECIFIC KNOWLEDGE/SKILLS

• Highly self-dependent and reliable in terms of target tracking
• Excellent communication skills
• Near-native in English, both verbal and in writing, further languages (e.g. German) will be appreciated
• Knowledge of project and process handling
• Ability to understand the relationship between internal and external processes
• Capable of handling system errors with regular workload without detriment to own stress level
• Strong structured and logical thinking
• Strong team player in project teams
• Experience in customer support / problem solving business processes
• Affinity with the car trade and technology
• Knowledge of Mercedes-Benz products and their parts
• Strong identification with Mercedes-Benz organization
• Acts as a “brand ambassador” with a strong customer focus
• Computer literate (MS Windows Office)
• Excel & Access (basic knowledge)
• Knowledge of automotive parts will be added advantage
• Willingness to travel