Bottleneck and Escalation Specialist

2 weeks ago

مصر, Egypt Mercedes-Benz Egypt S.A.E. Full time

**Aufgaben**:

- Main tasks
- Customer Support (Backorder and Bottleneck Handling)- Receive and reply to all dealers’ Bottleneck enquiries with parts status and expected dispatching date
- Follow up on open opportunities and taking all necessary actions to speed delivery
- Answer to parts orders/orders cancellation
- Construct a status report of any part still under manufacturing with expected factory release date or coded parts on a weekly basis
- Handle daily backorder inquires and communicate with logistics in finding solutions to speed delivery.
- Develop improvement proposals for the process

Escalation and Fastlane- Keep track of all escalations from retail network
- Create escalations for parts on Targenio System
- Follow up closely and keep customers updated with all escalations statuses
- Create a fastlane whenever hot cases / CPA cases are identified
- Insure escalations for parts under clearance is communicated to logistics manager for speedy delivery

Manual Sales Processing / Local Vendor Sales- Work closely with CS Parts Sales department to fulfill all required OTDs or manual sales orders
- Prepare the posting of local vendor parts
- Sell local vendor parts based on received documentation
- Support all internal deliveries follow up and sales procedures
- Hold responsibility of all employee sales including proper documentation and process implementation

Accessories / Collection Sales- Receive daily orders for accessories and collection
- First contact support for all accessories and collection orders i.e. Giftery, Amazon, etc
- Perform all sales operations and directly report to warehouse manager for picking and packing
- Deliver the parts to customers and insure quality check
- Communicate with CS Parts Dept. for HQ deliveries

**Qualifikationen**:

- Training and qualification- Bachelor’s Degree in Mechanical Engineering/Electrical Engineering is preferable.

Technical knowledge- Knowledge of spare parts systems is optional
- Aware of standard supply chain and logistics functions
- Aware of various spare parts within a vehicle with general knowledge of usage
- Excellent knowledge of MS Office Applications (Excel-PowerPoint-Word)

Soft skills/individual competence- Ability to work under pressure
- Problem-solving skills
- Negotiation skills
- Conflict resolution skills
- Willingness to work flexible hours
- Self-motivated and dynamic
- Excellent communication skills

Experience- 0-2 years of experience is required in related fields

Language- Fluency of spoken and written English language

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