Mercedes-Benz AG is responsible for the global business of Mercedes-Benz Cars and Mercedes-Benz Vans, with over 170,000 employees worldwide. Mercedes-Benz AG is one of the world's largest manufacturers of luxury passenger cars. The company focuses on the development, production and sales of passenger cars, vans and vehicle-related services. Furthermore, the company aspires to be the leader in the fields of electric mobility and vehicle software. The product portfolio comprises the Mercedes-Benz brand with the sub-brands of Mercedes-AMG, Mercedes-Maybach, Mercedes-EQ, G-Class and the smart brand. As sustainability is the guiding principle of the Mercedes-Benz strategy and for the company itself, this means creating lasting value for all stakeholders: for customers, employees, investors, business partners and society as a whole.

Objective:

Ensure effective operational support for managing Dealer Query Portal (DQP) tickets within the Command Center framework and the new direct sales model at Mercedes-Benz Mexico. Create and maintain relevant DQP and Assignment Groups based on the customer journey, optimizing ticket structure and information flow to enhance usability for agents and internal stakeholders.

Day to day (main tasks):

• Support the resolution of sales-related tickets by helping track and follow up on requests submitted by agents. Coordinate with other teams as needed to make sure tickets are handled within expected timeframes.
• Generate daily and weekly performance reports for internal stakeholders and external agents to track response and resolution times, ensuring transparency and continuous improvement in service levels.
• Document and share process knowledge and improvement opportunities to support efficient daily operations. Provide stakeholders with lessons learned and best practices to accelerate ticket resolution.
• Act as the center of competence by updating the Frequently Asked Questions (FAQ) catalog and Business Continuity Plan (BCP) based on lessons learned and previous experiences, to ensure business readiness in case of system failures affecting sales transactions.
• Ensure regular updates to the established sales process maps, reflecting any changes or improvements identified during daily operations to maintain accuracy and operational alignment.

Education: Business Administration, Economics, Legal

Previous experience: 1-3 years experience in Reporting & Sales processes

Languages: Advanced English.

· Location: CDMX (Santa Fe)

· Local contract applies.

· Relocation assistance will not be provided for this position.

The power of being unique.

Diversity & Inclusion at Mercedes-Benz. We attract and value a diverse workforce to drive innovation and reflect our global customers and environments in which we operate. We embrace the uniqueness of every team member and are committed to promoting an inclusive culture with equal opportunities for success. We enable our teams to bring their diverse experiences, skills and perspectives to build the world´s most desirable cars for a sustainable future. When choosing our talent we focus on their abilities and do not discriminate based on ethnic origin, nationality, gender, age, disability, social condition, health condition, religion, immigration status, opinions, sexual preference, marital status, university or appearance.