Objective of job (abbreviated)
• MB VAN and DENZA warranty claim handling based on related warranty policy to ensure warranty cost rationality and fairness as well as processing effecienty.
• Process enquiries in combination with technical point of view, decline unreasonable warranty claims;
• Cooperate with CRM to resolve customer complaint, product liability and 3R relevant cases;
• Set up internal and external communication channels to resolve various kinds of problems from Regional and dealers in time
Task description
Comprehensive Claim Assessment
• Make comprehensive judgment on the warranty claims submitted by dealers, to ensure warranty cost paid to dealers is reasonable.
• Continuously improve efficiency, to comlete warranty assessment within promised leadtime.
• Service measure /recall claims and CRM claims handling according to related work instruction to support completion rate improvement
Warranty claims pre-approval handling
• Fast response to dealer pre-apporval application to improve customer and dealer satisfaction & reduce customer complaints.
• Verifying product issue based on own business experience and exchange information & knowhow with technical department.
• Regularly summarize common issues and provide suggestion to find out final solution of goodwill guideline & product impovement.
Timely respond to dealer’s daily inquiries
• To answer dealers' inquiry on warranty policy,process & requirements. Committed to providing effective support to dealers and helping them quickly solve warranty issues.
• Summarize common problems and sort out FAQs to improve communication efficiency
Master Data Maintenance & Correction
• To correct warranty claims information based on dealers’ applications to ensure the the correction of warranty master data.
• Deny wrong application with solution or request more evidence
• Forward & follow up special requests to OEM stakeholder when necessary
Summarizing & Coaching on business level development
• Warranty coaching to support dealers on business comprehensive capability improvement
• Summarizing warranty process system problems or development needs, and continue to focus on process optimization & system automation.