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About Us

Mercedes-Benz is USA is responsible for the sales, marketing and service of all Mercedes-Benz and Maybach products in the United States. In our people, you will find tremendous commitment to our corporate values. Our products and employees reflect this dedication. We are looking for diverse top-notch individuals to join the Mercedes-Benz Team and uphold these hallmarks.

Job Overview

Manage all business aspects of Aftersales customer relations, vehicle repurchase demands, trade assist in all Markets/Dealers with the goal of reducing costs and retaining customers. This includes acting as the primary liaison for the Region, Dealerships, Warranty Services Group, Sales, Aftersales, Customer Relations, Finance, Engineering, Legal, Logistics, Mercedes-Benz Financial and Vendors.

Overall Deliverables

This content should not be construed as an exhaustive statement of responsibilities or requirements. Employees may be required to perform other job-related responsibilities in order for the department to achieve its’ goals.

Responsibilities:

Mastery of sales process and ability to "desk a deal".
Knowledge of customer retention options.
Build solid relationships with Field reps and Dealership Service personnel.
Work hand-in-hand with Customer Advocacy to recognize potential customer dissatisfaction early in the ownership process through dealership contact, customer contact, legal, or early warning system.
Knowledge of options to resolve.
Ability to develop seamless strategies to keep customers in the brand while helping to maintain the dealer/customer relationship.
Recognize industry trends of like brands for customer retention and apply internally.
Ability to communicate all of the above to Customer Advocacy Team.
Practice fiduciary responsibility in each case.
Ensures Customer Satisfaction by managing vehicle repurchase and trade assist responsibilities including case evaluations and final decisions quickly.
Identifies customers who can be retained in the brand through skillful negotiation utilizing cost benefit analysis
Possesses familiarity of Lemon Law Buyback state regulations.
Maintain contact with legal dept to ensure that compliance with appropriate state regulations is followed.
Manages and distribution and proper filing of all required documentation, releases, disclosures, deal jackets in a timely fashion from issue through to completion.
Understands and communicates vehicle logistics to vendor, dealers and CPO Team.
Maintains contact with plaintiff counsel on pre-litigation cases
Responsible to audit claims to verify accuracy and compliance.
Works with Warranty Services Group (WSG) to manage addition and removal of vehicle status and inquiries. Compile reporting for various activities.
Work with Finance, Legal, MBFS, Engineering, WSG, Field, dealerships, vendors, CCMs to establish clear and open communication channels for every facet of the Customer Retention process
Support NLP 5% reduction of Lemon Law BuyBack spend.

Qualifikationen

Qualifications

Bachelor’s Degree (accredited school) or equivalent work experience with emphasis in:
Business Administration
Business Management
Finance
Marketing
Must have 5+ years (total) of experience in the following:

Administration - Proficient Knowledge of administrative procedures, process/project development, and system procedures.

Automotive-Retail - Comprehensive Knowledge of retail processes and procedures, with emphasis in New and Pre-owned (including CPO) sales, accessories, service and parts.

Business - General - Comprehensive Knowledge of fundamental business practices and concepts that impact the success and profitability of the organization.

Sales - Proficient Knowledge of selling processes, procedures and techniques used by the industry to create a positive customer experience and encourage repeat business.

Legal - Comprehensive knowledge of the Song Beverly Consumer Warranty Act and courtroom processes/proceedings.

Additional Information

Must be able to work flexible hours/work schedule
Requires valid driver’s license
Travel domestically

EEO Statement

Mercedes-Benz USA is committed to fostering an inclusive environment that appreciates and leverages the diversity of our team. We provide equal employment opportunity (EEO) to all qualified applicants and employees without regard to race, color, ethnicity, gender, age, national origin, religion, marital status, veteran status, physical or other disability, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local law.

Benefits

Mitarbeiterhandy möglich

Mitarbeiter Events

Gesundheitsmaßnahmen

Betriebliche Altersversorgung

Mobilitätsangebote

Flexible Arbeitszeit möglich

Mitarbeiterrabatte möglich

Coaching

Mitarbeiterbeteiligung möglich

KontaktMercedes-Benz USA, LLC

One Mercedes-Benz Drive30328 AtlantaDetails zum Standort

Melissa Pair E-Mail: extern.pair@mbusa.com

Bewerben

Mercedes-Benz USA

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