Job Vacancies at Mercedes-Benz South Africa

Job description

Job Overview

To strategically manage the Customer Assistance Centre to provide customers with an efficient communication channel and deliver on the Brands customer experience in compliance to the Company's Integrity & Anti Bribery Codes, Conflict of Interest Policy & S.H.E. requirements and to perform delegated S.H.E. tasks and duties & to inform superior about deviations.

Key Duties And Responsibilities

• Roadside Assistance Operations & Customer Service Operations - Management of the CAC to ensure achievement of operational service level KPI's as well as process adherence and delivery of a superior customer experience to the end customer.
• Performance Management & Reporting - Management of all departmental KPI's and performance of department against agreed measurements inclusive of provision of weekly and monthly reports required as defined from time to time.
• Mandate Service Delivery - Ensure optimal delivery of services as per agreed KPI's and service levels to the respective brands including the maintenance of key stakeholders relationships and regular communication. Introduce KPI performance reviews and introduction of corrective action where KPI's are not being met.
• Supplier Management - Effective management of all key suppliers that influence the efficient operation of the Customer Assistance Centre in accordance with the service level and contractual agreements in place.
• Invoicing Reconciliation & Budget Management - Ensure that invoices are reconciled and approved within agreed timelines. Management of the CAC budget and project budgets including the monthly and annual review of actual expenses against budget.
• Project Management - Identify, development, design and implement key projects related to enhancing and improving customer experience. Service 24h and Best Customer Experience Journey to be successfully implemented.
• Process Optimisation & Efficiencies - Review processes & systems for opportunities to enhance service delivery and increase efficiencies from both a process/systems as well as cost saving perspective.

Experience

• 3 to 5 years’ experience in relevant field/technical environment
• Experience in Customer interaction processes, ideally within the automotive industry

Specific Knowledge

• Technical skills
• Project Management
• Marketing and negotiation skills
• Continuous improvement culture
• Strategic Thinking

Education

• Matric plus 3 year (or relevant 3-year qualification) or equivalent
• Business related degree or diploma (BCom as an added advantage)

Mercedes-Benz is proud to be an equal opportunity employer. All qualified applicants will be considered, however the following will apply:

Foreign nationals must qualify for a work visa/permit as per the provisions of the Immigration Act 13, 2002;
Division’s Employment Equity Plan in terms of the Employment Equity Act, No 58, 1998.

CLOSING DATE: 30 May 2017

Strictly no CVs will be considered sent via email. Please apply on our Careers website www.daimler.com

The email address provided is only for queries on this specific requisition.

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Job description

Objective Of The Job

Mercedes-Benz SA Used Commercial Vehicles (TruckStore) is looking for a Valuator. The main objective is to assist the pre-owned Sales Manager in all aspects of the operation of the pre-owned department, with particular emphasis on asset management and procurement, by accurately valuating and purchasing trade-ins as well as trade vehicles ensuring maximum return on investment and optimum customer satisfaction in compliance to the Company's Integrity & Anti Bribery Codes, Conflict of Interest Policy and S.H.E.Q requirements and to perform delegated S.H.E.Q tasks and duties and to inform superior about deviations.

Main Tasks:

• Ensure that valuation forms received from sales people are accurately and fully completed
• Test drive vehicle to check for any mechanical defects
• Complete a visual check of the entire vehicle and assess if damaged
• Calculate an accurate value based on TruckStore standards
• Consult trade sources if necessary for advice
• Consult current and old databases as well as internet and other sources
• Consult regularly with Sales Manager on all matters in this process
• Inspect vehicles upon arrival to ensure compliance with original appraisal and pass for payment approval or not.
• Asset Management/Stock Sourcing
• To provide assistance to management on the following:
• Maintain optimum stock levels in line with company benchmarks
• Assist to ensure appropriate stock mix to meet the requirements of the market
• Remain current with regard to reconditioning costs and ensure activities are aligned
• Maintain database of customers who have accepted appraisals and that have not yet arrived
• Ensure that no decisions on stock sourcing/stock mixing are made without written approval from management.
• Administration
• Capturing of all information on the TruckStore template.
• Obtain approval from according to the DOA (delegation of Authority).
• Information sharing with all relevant shareholders i.e sales person, customer, workshop management, sales management.
• Keep an accurate record and storage system for monitoring, tracking and follow up of all vehicle evaluations.
• Customer Care
• Ensure all interaction with customers are conducted professionally
• Attend to walk-in customers and telephonic enquiries promptly and efficiently
• Ensure the implementation and monitoring of appraisal control systems according to TruckStore procedures.
• Self-Development
• Taking personal responsibility for learning and development through a process of assessment, reflection and actioning. This can include both on and/or off the job training. This also includes the sharing of learnings with team.

Critical Knowledge

• Commercial Vehicles technical knowledge
• Product specification and features (Truck segment)
• Competitor analysis and trends and
• Industry knowledge and product introduction
• Knowledge of relevant legislation, SABS and NDoT
• Project Management Principles and MS Office

Skills

• Verbal & Written communication
• Presentation and analytical
• Planning and organising
• Negotiation and problem solving
• Strategic thinking

Attributes

• Action and Results Orientation
• Professionalism
• Customer Service Orientation
• Accountability
• Diversity and Emotional intelligence

Experience

• 3-5 years’ experience specialised field.
• All Qualified Applicants Will Be Considered, However The Following Will Apply

Mercedes-Benz South Africa is proud to be an equal opportunity employer.

Foreign nationals must qualify for a work visa/permit as per the provisions of the Immigration Act 13, 2002.
Division’s Employment Equity Plan in terms of the Employment Equity Act, No 58, 1998.
Code of good practice on the employment of people with disabilities.

Only applications submitted online www.mercedes-benz.com/careers or www.daimler.com/career will be considered.

Applications sent by email WILL NOT be considered. Email address is provided for query purposes only.

IMPORTANT: For an optimal selection process, please attach all relevant documents.

Closing date is 01 June 2017.