Customer Service Back Office Support Senior Specialist

Mercedes-Benz Egypt is a prominent entity within the automotive sector, offering premium vehicles and related services to customers across the region. While specific details about its operations and industry focus are not provided, the presence of a job title such as 'Customer Service Back Office Support Senior Specialist' suggests that the company maintains an organized support structure to manage customer interactions effectively. This role likely involves handling administrative tasks, ensuring smooth communication, and contributing to the overall efficiency of customer service processes. The company's commitment to quality and customer satisfaction is inferred from its association with a well-known global brand. As part of its human resources strategy, Mercedes-Benz Egypt seeks qualified professionals who can support its operational goals while aligning with the standards expected by a leading automotive provider.

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: 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 Show more

This role involves supporting customer service operations through back-office tasks such as processing credit and debit notes, managing invoice payments, and ensuring accurate financial transactions. The position requires attention to detail and coordination with multiple departments to resolve customer inquiries efficiently.