Tasks About Us Mercedes-Benz USA is responsible for the sales, marketing, and service of all Mercedes-Benz and Maybach products in the United States. Our team reflects a strong commitment to our corporate values, and we seek diverse, top-notch individuals to join us and uphold these standards. Job Overview The role involves creating customer loyalty and promoting retention by responding to escalated customer concerns accurately and promptly. The successful candidate will collaborate with the Field Team and Dealerships to resolve cases effectively and manage a Customer One Accommodation (C1A) budget according to policy and research. Overall Deliverables: This description is not exhaustive. Employees may be required to perform other responsibilities to help achieve departmental goals. Responsibilities Manage escalated customer inquiries from various sources, including phone, email, fax, and media, covering issues related to products, services, recalls, sales, warranty, legal, public relations, technical, and marketing. Accurately document and update customer and vehicle information in MBUSA internal systems, ensuring complete and correct records. Research escalated cases thoroughly, involving dealerships and Field personnel as needed, including investigating customer and vehicle details. Be knowledgeable about all aspects of Customer One Accommodation (C1A), including negotiation, communication, and demonstrating customer retention value to internal and external groups. Understand and apply the Closed Loop Process, ensuring timely follow-up and resolution of cases through effective communication and negotiation. Support and mentor Executive Referral Managers and provide training for new staff. Qualifications Education Bachelor's Degree from an accredited institution with emphasis in: Business Administration Business Management Knowledge and Experience 2-4 years of experience in: Administration: Knowledge of administrative procedures, process development, and system procedures. Business: Understanding of fundamental business practices impacting success and profitability. Business Management: Knowledge of strategic planning, resource allocation, leadership, human resources, and process efficiency. Requirements & Conditions Ability to work flexible hours and schedules. Domestic travel required. Availability to work weekends and holidays as needed. EEO Statement Mercedes-Benz USA is committed to fostering an inclusive environment that values diversity. We provide equal employment opportunities to all applicants and employees regardless of race, color, ethnicity, gender, age, religion, marital status, veteran status, disability, sexual orientation, gender identity, or any other characteristic protected by law. #J-18808-Ljbffr Daimler AG
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