MBPLAP : AM, Customer Service Representative (Japanese Speaker)

Job Description - MBPLAP : AM, Customer Service Representative (Japanese Speaker) (MER0003M0G)

Location: Puchong, Selangor

Business Unit: Mercedes-Benz Parts Logistics Asia Pacific (MBPLAP)

Language Requirement: Japanese (JLPT N2 or above) & English

Key Responsibilities

(1) Customer Support & Problem Solving

• Resolve escalations including backorders, return logistics, special orders, and bottleneck cases.
• Document all business-related activities accurately in relevant systems (e.g. ticketing platforms).
• Proactively assess and escalate cases to Technical Specialists or Management when required.
• Ensure high standards in fast-lane handling, shortage requests, and manual order management (national & international).
• Communicate effectively with retailers and logistics centers globally to ensure smooth deliveries and issue resolution.
• Manage end-to-end case ownership to deliver optimal customer solutions.

(2) Core Market Liaison (Japan)

• Be the dedicated contact point for the Japan Market Logistics Center, ensuring timely updates on critical parts status and backorder escalations.
• Provide frequent updates to Japan management and facilitate information flow to dealers.
• Represent initiatives in dealer conferences and ensure alignment with market needs.

(3) Analytical & Reporting

• Analyze logistics data to uncover root causes and propose actionable solutions.
• Maintain timely monitoring of open cases and track key performance indicators.
• Plan, develop, and conduct retail training focused on critical parts handling and process improvement.
• Lead or co-lead improvement initiatives such as Robotic Process Automation (RPA) and grounded vehicle case resolution.
• Stay updated on internal procedures, tools, and system enhancements to improve work efficiency.
• Adapt to evolving MB Malaysia processes and integrate best practices into daily work.

What You Bring

Education & Experience

Bachelor’s degree in Engineering, Logistics, or a related field.

Minimum 3 years of experience in customer support, logistics, or automotive-related environment.

Prior exposure to work planning, data analysis, and reporting is essential.

Language Skills

Fluent in Japanese (minimum JLPT N2) and English, both verbal and written.

Core Skills & Competencies

Strong communication and interpersonal skills.

Experience in customer support/problem-solving processes.

Independent, creative problem-solver with a calm approach to escalation handling.

Knowledge of Mercedes-Benz products, systems, and supply chain processes.

Proficient in Microsoft Office and basic IT tools.

Passionate about delivering exceptional customer experiences as a true brand ambassador.

Why Join Us?

Global exposure in a premium brand with a diverse, innovative team.

Opportunity to lead impactful initiatives and grow your career within logistics & operations.

A culture that encourages continuous learning, collaboration, and customer-centricity.

Competitive benefits, training opportunities, and a dynamic work environment.