AM, Customer Service Representative (Korean Speaker)

Daimler Trucks North America LLC; Puchong; On-site; MYR 60,000 - 80,000; Full time

Job summary

A leading automotive company is seeking an Assistant Manager for Critical Parts Management in Puchong, Malaysia. The role involves providing customer service for critical part escalations and liaising with various partners to optimize logistics and solve complex issues. The ideal candidate has a degree in Logistics or Business Administration and at least 3 years of experience in customer service within the automotive or logistics industry. Fluency in English and Korean is required.

Qualifications

• Minimum of 3 years experience in customer service or automotive logistics.
• Good understanding of logistics chain dynamics.
• Experience in reporting and analysis in logistics.

Responsibilities

• Provide customer support for critical parts escalation.
• Analyze logistic issues and report to management.
• Lead initiatives related to process improvement.

Skills

Fluent in English and Korean

Problem solving

Interpersonal skills

Creativity in problem handling

IT knowledge (MS Windows/Office)

Education

University degree in Logistics or Business Administration/Engineering

Job description

Description

Objective of Job

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.

JOB DESCRIPTION

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 system (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 the 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 the global and regional logistics centers in order 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 update to Market’s management in terms of backorder status and critical cases reported.
• Provide dealers latest updates on critical parts escalations and update dealers on initiatives handled for the Market via dealer conferences.

Analytical and Reporting

• Analyze and investigate logistic issues using own 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
• Plan, develop and execute Retail trainings in terms of Critical Parts Topics

Ensure continuous update of own information and relevant knowledge regarding supported products, tools, Mercedes-Benz processes and information systems.

Ensure changes to service-relevant MB Malaysia operational procedures are incorporated in own work

Lead or co-lead topics relevant internal initiatives such as Robotic process automation (RPA), communication topics and Grounded Vehicle

Qualifications

• University degree in Logistics or Business Administration/Engineering or other similar experience
• Strong identification with Mercedes-Benz organization

Experience (Type of)

• Minimum of 3 years work experience in customer service, automotive industry, supply chain planning, logistics environment or comparable

Good understanding of interactions between demand and supply in the logistics chain

Experience in work planning and analysis as well as reporting work

Experience in customer support/ problem solving or business process

Specific Knowledge/Skill

Fluent in English and Korean, both verbal and in writing

Experience in customer support / problem solving business processes

Good interpersonal skills and able to work as a team

Creativity when handling problems independently

Strong identification with the Mercedes-Benz organization

Knowledge of Mercedes-Benz products and their parts

Ability to understand the relationship between internal and external processes

Ability to understand interactions between demand and supply in the logistics chain

Handling escalations in combination with regular workload without detriment to own stress level

Acts as a “brand ambassador” with a strong customer focus

IT knowledge (basic knowledge & MS Windows/Office)