Supervisor, Customer Service

Reports to:  Manager, Operations

Location: Mississauga, ON (Hybrid: Work from Home & In-Office) 
Job Type: Full time, Salaried
Band: 91

Salary Range: $70,724 - $112,528

Position Summary:

Reporting to the Manager, Operations, the successful incumbent will oversee Customer Service, Operations Services and Company Car and will be responsible for the Vendor relationship between MBFS and Concentrix (CNX). The Supervisor, Customer Service will promote innovation and transformation through strategic projects and initiatives, will also identify opportunities for CNX and MBFS to deliver superior levels of customer and dealer experiences, in a personal and professional manner.

Responsibilities:

·       Responsible for overseeing the Customer Service and Ops Services teams at MBFS and the CNX team supporting Customer Service and Remarketing.  Monitor operations reporting to ensure that key KPIs are met and high priority work tasks are completed on time and correctly.  Share results of reports, and methods to improve on results with CNX, the Customer Service team, and Management.

·       Work alongside and maintain strong relationships with internal and external stakeholders and partners.  Internal stakeholders include Counterparts in the AMS Hub, Dealer Relations Managers, Telephony support, BSO, Reporting (DIAA), Sales & Marketing; project teams etc.External stakeholders include Dealers, Mercedes-Benz Canada Inc., Concentrix and other vendor partners (ie. Equifax, Broadridge, Iron Mountain etc.).

·       Coordinate all Concentrix vendor activities including but not limited to: Invoicing, validation and processing, Monitoring vendor performance and providing performance feedback, Creating remediation plans with vendor if KPIs are not met, Manage Onboarding and Off boarding Activities, Ensure Training Materials are up to date for CNX agents (including MAIA content), Work Force Management Planning (90 days, 60 days, 30 days), Managing escalations

·       Mentoring/Coaching of direct reports in an effort to develop and foster talent throughout the team. Identify opportunities for improvements and develop coaching plans to enhance individual and team performance.  Work towards short and long term goals direct to fulfill IDP.  Identify opportunities for CNX and MBFS to deliver superior levels of customer and dealer experiences, in a personal and professional manner.

·       Projects and transformation. Identify innovative ideas to move the business forward, create efficiencies and support Customer Self-Service and automation.  Take the lead and encourage the team to learn new technologies and identify opportunities in line with MBFS Strategic initiatives (ie. One Ops and the Salesforce platform).  Manage and/or Support strategic projects and initiatives where required.

Education and Experience:

·       College or Undergraduate degree with focus in Business Administration, Communications or Marketing is preferred.

·       Minimum 2-3 years of overall business experience coupled with prior customer service experience.

·       1-3 years of remarketing experience - captive finance industry preferred. 

·       Knowledge of internal systems (ALFA, FAW, Salesforce) an asset.  Basic knowledge of reporting tools such as Excel and Cognos required.

Technical Skills:

·       Excellent verbal and written communication skills in English is required.

·       Demonstrates problem solving and analytical skills  

·       Driven and motivated by a fast-paced environment

·       Willingness to learn and be challenged by continual professional development.

Performance and Professional Skills:

·       Conflict Management

·       Customer Focus  

·       Decision Making

·       Effective Communication

·       Planning & Organizing

Additional Note:

·       Job requires flexible hours; must be able to work evenings and/or weekends.

·       This posting reflects a currently available position that has been approved.

Corporate Culture:

We offer customer and employee‐focused culture in a fast-paced, competitive, yet team-oriented environment.

Commitment to Equity: 
Mercedes-Benz Financial Services is committed to fostering an inclusive, equitable, and accessible environment where all employees and customers feel valued, respected, and supported. While we thank every applicant for their interest in joining our iconic brand, we will only contact applicants selected for an interview.

If you require accommodation because of a disability, please reach out to mbfsrecruitment@mercedes-benz.ca and we will work with you to meet your needs throughout the recruitment, assessment, and selection process as applicable.