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 SharePoint.
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.

Qualifications

• Training and qualification: Bachelor’s Degree in Business Administration, Engineering, or any equivalent field.
• Technical knowledge: Familiar with MS Office applications, including Excel, Word, and PowerPoint.
• Soft skills and individual competence: Interpersonal skills with the ability to work under pressure, excellent communication skills, negotiation skills, and reporting and process management abilities.
• Experience: 1–3 years of experience in related fields.
• Language: Good command of English.

Benefits

Benefits are not specified on the page.

Contact

Mercedes-Benz Logistics and Distribution Egypt LLC
90 South Road, Building Bureau 175, 5th Settlement
11835 Cairo
Mariam Elharref
Email: mariam.elharref@mercedes-benz.com