About UsMercedes-Benz USA is responsible for the sales, marketing, and service of all Mercedes-Benz and Maybach products in the United States.
In our people, you will find tremendous commitment to our corporate values.
Our products and employees reflect this dedication.
We are looking for diverse top-notch individuals to join the Mercedes-Benz Team and uphold these hallmarks.
Job OverviewCreate customer loyalty and promote customer retention.
Respond to escalated customer concerns in an accurate and timely manner.
Collaborate with the Field Team and the Dealerships to create the best resolution for all cases.
Negotiate, distribute, and manage a Customer One Accommodation (C1A) budget based on C1A policy and individual research.
Overall Deliverables: This content should not be construed as an exhaustive statement of responsibilities or requirements.
Employees may be required to perform other job-related responsibilities in order for the department to achieve its goals.
ResponsibilitiesManage customer inquiries and/or concerns escalated from various sources including phone, Executive Management, Case Managers, Customer Care, and more, concerning product, service, recalls, sales, warranty, legal issues, public relations, technical and engineering issues, and marketing.Accurately document and update customer/vehicle information in MBUSA internal customer data systems.Research all aspects of escalated cases while determining the need to involve dealerships and/or the Field.Knowledgeable on all aspects of Customer One Accommodation (C1A) including negotiation and communication with dealer personnel and customers.Knowledgeable on all aspects of the Closed Loop Process including timely follow-up of all cases.Support and mentor Executive Referral Managers.
Provide training for new staff.QualificationsEducation: Bachelor's Degree (accredited school) with emphasis in Business Administration or Business Management.
Knowledge: Must have 2-4 years of experience in the following:
Administration: General knowledge of administrative procedures, process/project development, and system procedures.Business - General: General knowledge of fundamental business practices and concepts that impact the success and profitability of the organization.Business Management: General knowledge of business and management principles involved in strategic planning, resource allocation, leadership technique, and human resource management.Requirements & ConditionsMust be able to work flexible hours/work schedule.Travel domestically.Work weekends & holidays when required.EEO StatementMercedes-Benz USA is committed to fostering an inclusive environment that appreciates and leverages the diversity of our team.
We provide equal employment opportunity (EEO) to all qualified applicants and employees without regard to race, color, ethnicity, gender, age, national origin, religion, marital status, veteran status, physical or other disability, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local law.
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