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.

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.

Training and qualification

• 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

Training and qualification

• 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

90 South Road, Building Bureau 175, 5th Settlement (EG11111A)
90 South Road, Building Bureau 175, 5th Settlement
Cairo, 11835