Job Description

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The Mercedes-Benz Group AG (former Daimler AG) is one of the world\'s most successful automotive companies. With Mercedes-Benz AG, we are one of the leading global suppliers of premium and luxury cars and vans. Global Service & Parts (GSP) is responsible for the worldwide Service & Parts business of the Mercedes-Benz Group.

The newly established entity, Mercedes-Benz Parts Logistics Asia Pacific, will be part of the global Mercedes-Benz Group After-Sales supply chain network, covering the regional distribution hub, regional Asia Pacific functions and the center of competence supply chain steering Asia Pacific. The future Regional Logistics Centre is currently under construction and will start operations in 2023. The future Regional Logistics Centre (RLC) in Senai (Johor Bahru) will be a key facility in the global GSP Parts Logistics Network and will serve as a distribution site for spare parts to 24 countries in the Asia Pacific region. It will take care of the importation, the storage as well as the regional management of spare part and accessories distribution.

This vibrant passionate international team is eager to offer an outstanding service to our customers therefore; we hope you will be as passionate about our products as much as we are. If you bring a flexible mindset, willingness to learn, communicate and coordinate activities in an agile collaborative environment, you are the person we are looking for.

Your tasks & responsibilities:

• Oversee the processing of customer and vendor claims related to parts delivery.

• Maintain adherence to standard processes and ensure timeliness in claim processing.

• Manage and control claims and returns inclusive of PSL, CORE.

• Monitor customer complaints through weekly KPI analysis and take necessary actions.

• Ensuring the processing and issuance of financial documents are accurate and valid according to the investigation findings from the evidence and task workflows.

• Supports the SOC manager on the overall areas of Returns for the whole E2E supply chain.

• Close coordination work with central governance and relevant stakeholders to achieve and maintain high service level to ensure customer satisfaction

• Have the knowledge and experience to operate returns in compliance with the customs laws and regulations.

• Support the implementation of free trade zone movement reporting to authorities including documentation of returns and claims.

• Documenting and development of work instruction and workflows for the approved end-to-end processes for system and business processes along the relevant SCM E2E areas.

• Report complicated and escalated issues to the team manager.

• Attend operational meetings to stay updated on customer claim topics.

• Assign validation and investigations to determine claim findings and conclusions.

• Provide appropriate information to customers for economical claim returns.

• Prepare claim attachments for vendor claim submissions.

• Monitor claim returns within audit timelines and requirements.

• Process and manage claims based on service level agreements.

• Coordinate return shipments and obtain necessary approvals.

• Report and escalate PSL returns to relevant parties.

• Analyze claims and causes of damaged parts returned to vendors.

• Regularly report on claim activities.

• Monitor customer requirements and implement improvement measures.

• Degree/Diploma in Business Administration, Supply Chain Management, Logistics or any discipline.

• Excellent computer skills especially in MS Office - Word, PowerPoint and Excel.

• Min 3-5 years related working experience in Automotive Parts business, Supply Chain or Logistics Experience.

• Extensive knowledge of spare parts business and operations, preferably with After Sales Service Advisor role.

• Extensive communication, negotiation and presentation skills.

• Able to manage team and handle conflict.

• Excellent communication skills and interpersonal skills.

• Good working performance individually and as a team.

• Strong command of English is required to communicate with regional countries in Asia Pacific and MB Global GSP colleagues.

• Experience, knowledge and understanding of the Laws, regulations and guidelines of national Customs and Free Trade Zone Operations.

• Knowledge & experience of automotive claims.

• Spare parts system like WIMS, VEDOC, ODUS, AGDOK, EWA Net etc is an advantage.

• Added advantage but not necessarily compulsory -

• SAP Knowledge EWM, CRM, ECC.

• Mercedes-Benz Logistics system - Star Order Plus

Mercedes-Benz