The Global Service & Parts Functional Hub Kuala Lumpur is dealing with regional escalations for spare parts in the Daimler After-Sales logistics supply chain. The supported entities consist of the Mercedes-Benz local headquarters, wholesale locations and appropriate retailers. Furthermore, the specialist’s role is to liaise with internal and external partners for resolving complex issues.
The Technical Service Representative acts within a high level technical department with specialist tasks. Reports directly to the Technical Operations Manager and her/his field of responsibility and covers the support and handling/dealing with cases of Daimler customers at 1st level and/or requests/incidents of Daimler retail network, Daimler Head Quarter, Market Performance Centers (MPC’s) and customers outside the service network.
Task Description
- Resolve escalations on several levels and priorities, (back) order management, reverse and return logistics related issues for all Mercedes-Benz business units (passenger cars, vans and trucks)
- Appropriate usage of available resources and documentation of business related activities in relevant system (e.g. ticketing system)
- Analyze and investigate logistic issues using own knowledge, computer applications, databases with other Daimler entities and external partners
- 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, shortage escalation and shortage request handling, according to specific data requirements of each request, in order to facilitate the case handling and to provide other parties involved with the relevant information
- Continuously monitor assigned/open cases to ensure timely investigation and response to support requests and departmental reporting commitments to Daimler internal partners
- Ensure continuous update of own information and relevant knowledge regarding supported products, tools, Daimler processes and information systems. Ensure changes to service-relevant MB Malaysia operational procedures are incorporated in own work
- 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
- Plan, develop and execute Retail trainings in terms of Critical Parts Topics
- Communicate directly with the retail in terms of bottleneck requirements, -escalations and Fast Lane
- Excellent management skills to handle cases based on the escalation level (end to end) to find the best solution for the customer
- Excellent communication skills will be required to solve issues directly with the retailers by phone, email, workflow and systems
Specific Knowledge and Skills
- Acts as a “brand ambassador” with a strong customer focus
- The candidate must possess at least Bachelor Degree/Professional Degree in Engineering (Mechanical), Business Studies/Administration/Management, Logistics or equivalent
- High communication skills in crucial conversations
- Mandatory near native language skills, written and spoken in one of these language: Mandarin, Thai, Vietnamese, Korean or Japanese
- Fluency in English (corporate language)
- Effective communication skills with coworkers and customers
- Open minded to a diversity of cultures
- Handling escalations in combination with regular workload without detriment to own stress level
- Creativity when handling problems independently
- Excellent tracking skills and analytical attitude towards work
- Strong time management, accountability and organizational skills
- Excellent knowledge of principles and processes for providing customer and personal services
- Strong stress management skills
- Strongly oriented to Customer’s Satisfaction, both B2B and B2C
- Integrity, client focus and going the extra mile to bring valuable solutions
- Experience in customer support / problem solving business processes
- Willing to travel
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