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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

• 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.

• 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.

• 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.

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.

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

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.

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.