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:

• Process customer claims and ensure adherence to standard processes and timelines.

• Monitor weekly Key Performance Indicators (KPIs) derived from claim records to identify areas for improvement and escalate issues to the team lead when necessary.

• Keep the team lead informed of complex and escalated claim issues and provide appropriate reporting.

• Assign validation and investigations for claim findings and conclusions, ensuring accurate and thorough information is gathered.

• Provide necessary information to customers for the most cost-effective return of claims or consolidation within a month.

• Attach relevant information to vendor claim submissions to support efficient processing.

• Monitor claim returns within specified audit timelines and requirements.

• Manage claim processing and meet requirements set in Service Level Agreements (SLAs) for MPC.

• Validate eligibility of CORE returns and assist new customers in CORE setup, process implementation, and training.

• Coordinate with the warehouse for the inbound and outbound return of CORE parts.

• Collaborate with GSP/RVM on issues related to CORE returns, conducting necessary investigations when required.

• Prepare documents and coordinate return shipments, ensuring central approval and alignment with return schedules.

• Report and escalate PSL returns to the respective parties involved.

• Analyze claims and identify causes of damaged returned parts, providing insights for vendor improvement.

• Regularly report on claim activities and monitor customer requirements for process improvement opportunities

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

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

• Min 3 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.

• 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 and experiences in 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