Regional Customer Service and Parts Manager

Regional Customer Service and Parts Manager - Vans - Central Region

Group: Mercedes-Benz Group AG

Description

**Regional Customer Service & Parts Manager, Vans - Central Region**: Mercedes-Benz Canada needs stars like you

**What it means to be a star**

Without the stars that represent a team, a brand alone is incomplete.

Mercedes-Benz Canada represents not only the world’s oldest automotive brand, but one that is at the cutting-edge of sustainability, design, technology, fashion and popular culture.

The iconic three-pointed star is always looking for the best and brightest to support its growth as a true luxury brand.

We are seeking individuals who want to be in the driver’s seat of this transformation, working alongside talented colleagues who represent the Mercedes-Benz values and who are ready to add their talent to the brand’s ever-evolving story.

**How your role will add to the story**:
Mercedes-Benz Vans is looking for a Regional Manager, Customer Service and Parts, Vans - Central Region. You will establish and maintain relationships with Dealers and Customers to increase market penetration and profitability. You will also effectively and efficiently manage the key performance outputs of the Dealer network channel in order to ensure optimal MB Van Customer Service and Parts performance and attainment of key strategic deliverables as defined by MB Canada and aligned to established objectives and KPI's. You will also establish and maintain relationships with Dealers and Customers to increase market penetration and profitability; Fulfill a consultative role with the respective Dealers in steering customer service and parts sales revenue generating activities in compliance to the Daimler and Mercedes-Benz Canada policies. The role reports directly to the National Manager, Customer Service & Parts for MB Vans.

**A day in the life**

**Customer Service and Parts Target Performance (30%)**
- Effective and efficient management of Dealers to ensure the realization of Parts Sales, Workshop through put and retention in accordance with defined targets.
- Ensure regular and continuous steering of Customer Service topics included but not limited to Parts Sales, Parts Margin, Parts Availability, Customer complaints, Technical issues experienced by Dealers and customers.
- Ensure the successful implementation of Customer Service and Parts revenue generating projects to support the overall goal of achieving the Customer Service and Parts revenue targets and Market leader position.

**Dealer Brokerage (20%)**
- Ensure an efficient and effective escalation process for individual requests to support Customer Service and Parts topics raised by the dealer through evaluating, approving and declining the requested requirements within reasonable time.
- Independent utilization of the limited escalation and support budget in an optimized way to realize the maximum potential of the available funds and in order to improve performance and customer satisfaction.

**Dealer Operational Support - Customer Service and Parts (25%)**
- Timeous and expedient resolution of Dealer enquiries and requests as well as collaborative engagement with key internal stakeholders in order to deliver on requirements.
- Provide strategic direction to Dealers to ensure alignment with the overall Customer Service and Parts strategy
- Support the Dealer network on topics such as Customer Service and Parts topics such as Parts sales, parts availability, reporting, marketing, sales promotion measures to ensure successful achievement of their KPI's

**Dealer Communication & Visits (25%)**
- Regular visits and interaction with Dealer on Customer Service and Parts topics.
- Conducting of weekly, monthly and quarterly reviews as defined.
- Preparation of Dealer Review presentations and reports for the meetings.
- Document and maintain meeting minutes and action items/status updates on topics discussed and raised during the Dealer and customer engagements.
- Regular feedback and communication to Dealer network on Dealer targets, sales promotion measures, Dealer performance, Dealer profitability, claims progress, marketing interventions, Customer Service and Parts product updates.

**Testimonials from several Mercedes-Benz Canada stars, from an intern to an executive**:
“Mercedes-Benz is more than a car brand; it’s a futuristic, technological brand continuing to research and evolve its strategy as a digital and luxurious company, all while championing sustainable initiatives.”

“This company grants its members the opportunity to professionally grow and discover the extent of the brand and its presence in all countries. You are granted the opportunity to drive innovation in several sectors, as this company allows you to take your career wherever you like with our very robust framework of opportunities, whether it’s rotations, international assignments, education programs and more.”

“As an intern, I feel a great sense of responsibilit