Customer Service Back Office Support Senior Specialist

Main tasks

• 1 - Credit/Debit Notes and Invoice Payments

• Prepare and submit credit and debit note requests for Customer Services and Sales.

• Process invoice payments and follow up until posting and settlement.

• Collect the required approvals and supporting documents.

• Issue debit notes for MB warranty claim chargebacks.

• 2 - Contractual Agreements, Purchasing and Sales Orders

• Prepare and follow up contractual agreements, supplier registration, and renewals.

• Prepare and follow up PRs and POs, including SC Zone rental PRs.

• Manage dealer consignment documents and internal approvals.

• Support supplier invoicing and sales-order processing.

• Track budget consumption and accruals for Customer Services incentives and campaigns with Controlling and Accounting.

• 3 - Logistics Support

• Prepare grouped-invoice documents and send the required Excel sheet and GIs to Delta Logistics.

• Support the preparation and follow-up of Form 4.

• Prepare manual sales and internal delivery sheets when required.

• Coordinate logistics documents and open actions with Customer Services, Sales, and the Logistics Center.

• 4 - ISO Process Documentation

• Prepare and update Customer Services and Sales process documents in line with ISO requirements.

• Maintain templates, version control, approvals, and review dates.

• Coordinate documentation and audit readiness with Operational Excellence.

• Maintain approved ISO documents on Share Point.

5- Dealer System Access and Bonus Support

• Monitor dealer staff access to Xentry Portal and Aftersales Plus against dealer standards.

• Collect access requests and obtain management approval.

• Coordinate access activation with the responsible department.

• Track access requests until closure.

• Support dealer bonus calculations and payouts.

• 6 - Reporting and Follow-up

• Prepare and submit OSCAR reports accurately and on time.

• Send dealers the monthly warranty-claim credit report.

• Maintain the supplier contract database.

• Track dealer open topics until closure.

• Coordinate dealer communications, meeting minutes, and action plans.

• Follow up presidency payments.

• 7 - Service Packages and Roadside Assistance

• Support service-package administration, documentation, and related invoice follow-up.

• Submit newly retailed VINs to the Roadside Assistance provider every two weeks.

• Process quarterly Roadside Assistance invoices.

• Monitor service quality and coordinate improvements.

• 8 - Dealer Administration and General Support

• Prepare dealer traffic letters and obtain the required approvals.

• Monitor and report team attendance.

• Prepare presentations and provide general administrative support.

Training and qualification

• Bachelor’s Degree in Business Administration/Engineering or any equivalent field

• Technical knowledge

• Familiar with MS Office applications (Excel-Word-PowerPoint)

Soft skills/individual competence

• Interpersonal skills with the ability to work under pressure
• Excellent communication skills
• Negotiation skills
• Reporting and process management

Experience:

• 1-3 years of experience in related fields

Language

• Good command of English Language