Client Services Dealer Services Team Leader

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About Us:

Who is Mercedes-Benz Financial Services?

Mercedes-Benz Financial Services, part of the global company Mercedes-Benz Mobility AG is the captive financing and mobility solutions company of the global luxury automobile manufacturer, Mercedes-Benz AG. We offer a comprehensive range of automotive financial and insurance products that make it easy for our customers to drive their dream Mercedes-Benz vehicle.

Why work at Mercedes-Benz Financial Services?

Working at Mercedes-Benz Financial Services is more than a job - it's an opportunity to join an innovative team where you are valued for your contributions. As an employee, you will experience career development in a positive, employee-centric environment. We're a global company that not only offers best-in-class products to our customers but also best-in-class benefits to our employees. Our employees experience a comfortable, friendly environment and relaxed, inclusive culture.

Benefits

When working at Mercedes-Benz Financial Services, you will enjoy a comprehensive and amenity-rich benefits package offering something for every employee at each stage of their life.

As a new employee, you will have the opportunity to take advantage of the following benefits that go beyond - beginning day one:

• Get Rewarded! Competitive salary plus an annual bonus based on company performance and/or personal yearly performance

• Need a vacation? How about just some time for YOU! In addition to our vacation time, you'll receive nine (9) additional corporate holidays and six (6) Personal days, which will allow you to celebrate religious holidays or escape to the spa! Designed to be flexible, we let you decide which days are most important to you!

• Ride in Style

• All employees are eligible to participate in the Mercedes-Benz Employee Lease Program

• We want you to be healthy! Outstanding medical, dental, and vision insurance, employer-paid short and long term disability plus on-site exercise facilities

• Is your family growing? Enjoy generous paid Family Leave Programs

• Six Weeks for New Parents; Two Days for New Grandparents; as well as Adoption Expense Reimbursement Programs - up to $12k per child

• Want to go back to school? Tuition Assistance Scholar Program - receive up to $5,250/year in vouchers to complete business-related coursework

• It's all about balance

• Our hybrid work environment encourages employees to utilize the flexibility of working from home, as well as the benefits of in-person collaboration that our offices provide

Job Overview:

Lead and inspire a team of Dealer Services Representatives, whose primary function is to provide email and phone support to Mercedes-Benz dealers and Dealer Relations Managers (DRM) throughout the United States and Puerto Rico. Execute leadership strategies to create a CustomerONE experience for all internal and external customers. Coach and develop team members to maintain the highest standards of performance through supervision, call monitoring/scoring/feedback, and individual and team coaching. Ensure processes are compliant and well documented, minimize interruptions and maintain strong working relationships with business partners.

Responsibilities:

• Provide leadership and employee development through coaching, huddles, side-by-side assistance and training. Provide reward and recognition to employees. Ensure the technical training and development of team members. Provide one-on-one performance feedback on a regular basis, as well as semi-annual performance reviews. Lead team in providing quality service to internal and external customers. Manage the daily activities, schedules, and goal / performance operational objectives of the team specific to a given functional area. (30%)
• Maintain timely and effective completion of management activities, including but not limited to: performance appraisals, interviews and talent selection, productivity and compliance monitoring, developmental discussions, and disciplinary actions. Manage team performance to ensure operational targets are met. Responsibilities include continually tracking KPI's to measure progress and steer towards implementation. (20%)
• Perform call monitoring and account quality reviews for each employee monthly to ensure the team is following approved standard operating procedures (Compass) and to drive continuous improvement in customer and dealer satisfaction scores. (20%)
• When needed provide phone and e-mail support to all MB dealers, DRMs and field staff for any issues pertaining to MB Advantage, Evalidate, Dealer Track and Auto Origination dealer portals and any interfacing systems (ACE, ALFA, etc.). This includes supporting the installation of new software and equipment. (20%)
• Provide process improvement and strategic ideas in order to gain efficiencies, performance improvement and cost savings to the company (10%)

Qualifikationen

Qualifications:

Applicants must be legally authorized to work in the U.S. at the time of application. Relocation assistance will not be provided for this position.

This position requires a minimum of 2 years of overall work experience. Preferred experience includes:

• Business (General)

• 1 year of experience

• Customer Service

• 2 years of experience

• Management

• 1 year of experience

• Remarketing

• 1 year of experience

Education:

High School Diploma/(GED) is required, Bachelor's Degree is preferred. Recommended majors include:

• Business Administration

• Finance

• Communications

Skills:

• Analytical Skills

• Ability to Collect data and establish facts and identify trends and variances

• PC Skills

• Corporate Mainframe

• Microsoft Office

Additional Skills:

• The Dealer Services Team Leader must command excellent communication and strategic planning skills in order to properly staff the department, navigate the unique challenges of leading a work from home team, and meeting the demands of our sales and dealer partners.

Recommended Prerequisites:

• Remarketing; Customer Service; Funding; Credit Analyst; Leadership experience within one or more of the previously listed areas

Posting Statement

If you were not re-directed successfully after clicking the "Apply for this job" button, please click the following link to search and apply for the role on the local career portal: https://daimler.taleo.net/careersection/ex/jobsearch.ftl

Mercedes-Benz Financial Services offers competitive salary, performance-based bonuses and a full suite of benefits including 401(K) with match, generous vacation and personal time, a Mercedes-Benz car program as well as flexible work arrangements.

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