Functietitel: IT Support Sales Funnel Management 2nd level

Functieomschrijving:
The Mercedes-Benz Customer Assistance Center Maastricht (CAC) is the central point of contact in Europe, caring for the needs of current and prospective Mercedes-Benz and smart customers. More than 25 different nationalities add diversity and enrich an organization dedicated to satisfied customers and high performance. Employees act as brand representatives ensuring that customers receive personal assistance in their own language at a consistently high level. Our Customer Service departments answer customer enquiries and complaints, while the Service24h department organizes roadside assistance for customers. Services related to customers mobility guarantee availability 24 hours a day, 365 days a year. The Retail Service department supports technical and product related competencies for CAC, Daimler and external parties. The Department: The CDC (Compass Deliver Center) is the global CRM delivery center for Daimler AG. Compass, based on Oracle Siebel, is a high performing and scalable platform which is rapidly expanding in terms of functionality and global coverage for the aftersales CRM activities of Mercedes-Benz. Next to delivering Compass, the CDC is also supporting the application landscape and IT infrastructure for the Mercedes-Benz Customer Assistance Center Maastricht. (CAC). The CAC acts as the single customer contact point for Daimler in Europe. To ensure high quality and efficient service to the customers, a highly complex and customized IT and Telecom environment is in place. This environment is used by 650 employees of the CAC, 150 users in the headquarters of 23 different countries. Next to this the main application is also used by 2500 dealers for complaint handling and also used by 20000+ users throughout Europe in the retail network to provide roadside assistance services. Needless to say that all system have to be available 7 days a week, 24 hours per day, 365 days a year. To support new strategic initiatives and further improving the core disciplines of our delivery center, we are looking for an IT Support Sales Funnel Management Specialist. Main Goal: All core components of the IT and Telecommunication environment are supported and managed by CDC IT staff. Within this environment the IT Support Sales Funnel Management Specialist acts as the first point of contact for 3 types of Customers; External: Entities that use CDC processes and applications for Customer Service and Service 24h, in particular Compass (at) Dealer and M4T. Specifically these entities consist of MPC partners, C (at) D Users from the retail organization and technicians in the field. External: Entities that use Daimler processes and applications for Sales Funnel Management, iService and OCRM. Internal: CAC employees that make use of CDC applications and IT infrastructure components such as telephony, printers, laptops, etc The IT Support Sales Funnel Management Specialist is responsible for registering, solving, implementing and managing incidents, changes and enquiries during office hours. When having the standby duty he/she has also to coordinate the handling of incidents and problems outside office hours. Furthermore, the IT Support Sales Funnel Management Specialist role is to contact internal suppliers, like Daimler AG, and external suppliers of hardware devices for resolving issues regarding, for example, central applications or mobile tracking systems. Internal escalation is dealt with via contact and system supported delegation to CDC IT back level support.

Werkgever Naam: MERCEDES-BENZ CUSTOMER ASSISTANCE C

Werkgever adres:
MERCEDES-BENZ CUSTOMER ASSISTANCE C, Gelissendomein 5 , NL-6229GK MAASTRICHT, NEDERLAND

Vorm van contact: Gianni Crisafulli

Job korte beschrijving:
Technisch verkopers en artsenbezoekers (m.u.v. ICT)

Land: Nederland

Regio: Limburg (NL)

Contractduur: Vast

Contract type: Voltijds

Ervaring: Tussen 2 en 5 jaar

Bron van jobaanbieding:
VDAB, Openbare diensten voor arbeidsvoorziening, België

Hoe toe te passen: Overig - zie vrije tekst