Whenever our customers are in need of answers we are their first port of call. That’s because we are the central point of contact for handling all national and international enquiries. In cooperation with our retail network and business partners we are capable of solving every problem within a short time. We support our customers via phone, mail, letter and any other selected brand’s channel, e.g. social media or Mercedes me, the innovative digital service for Mercedes-Benz drivers.

Cooperation is key when it comes to finding the best solutions and answers for our customers. For our retailers and Independent Service Providers we provide after sales support services whenever support is needed. We are an assistant, consultant and sometimes even a coach when it comes to technical, after sales-related or other customer questions. We also offer full-service support for any questions or problems occurring on Mercedes me, our personalized customer portal, which offers individual and innovative online services.

Additionally, the core business of our Logistics team is bottleneck management, or in other words the solution of spare parts backorders worldwide.
It also covers diverse responsibilities such as close market support and division dedicated services. The department steers thanks to high quality, transparent and business intelligence based data reporting.

We also cover various customer related processes and projects within the Global Supply Chain Network. We are the first level support for parts logistics towards European Retail, as well as towards Global Wholesale for order management, claims and returns.

To ensure that everything is working perfectly, our business support functions solve problems, give technical advice, provide information and ensure that our customer and retail services are well-organized and efficient. Our business support contributes to the high quality of service that sets the standards for customer support centers worldwide.