Aftersales Support Function

Jobtitel: Aftersales Support Function (m/w/d)

Standort: Köln, Deutschland

Arbeitsstunden: 40 Stunden

Befristet/Unbefristet

MSX is partnering with smart Europe GmbH — a fast-growing, diverse company (30+ nationalities) shaping the next generation of automobiles. Join the Aftersales team to drive customer service excellence and product improvements across Europe. You’ll work with cross functional teams to enhance dealer and customer experiences, analyse feedback, and implement service solutions. If you’re customer-focused, enjoy a fast-paced international environment, and want to make a real impact, we want to hear from you.

Deine Aufgaben

• Manage end-to-end customer journeys for service products, ensuring consistent experiences across digital and physical touchpoints.

• Operate product lifecycle and day-to-day execution of customer service products across European markets.

• Coordinate creation and management of IBRs/user stories; translate business requirements into functional specifications and work with IT to prioritize and deliver system enhancements.

• Support development and continuous improvement of digital customer platforms (e‑commerce, portals, websites) and collaborate with UX/UI and web development teams.

• Align with Service Operations, Warranty, and Product Operations to define business needs, claims processes, reimbursement procedures, and operational guidelines.

• Act as key operational contact for markets, retailers, internal stakeholders, and external partners; provide guidance, training materials, and market readiness support.

• Partner with Legal/Compliance to ensure country-specific regulatory adherence and with Marketing to align product communications and campaigns.

• Monitor KPIs and product performance; identify issues, recommend and drive corrective actions and continuous improvements.

• Prepare business process documentation, customer journey maps, user stories, functional specifications, operational reports, and training/user manuals.

• Track project milestones, identify risks/dependencies, and coordinate stakeholders to ensure on-time delivery.

• Gather and analyze feedback from markets, retailers, and customers to remove pain points and improve adoption and satisfaction.

Was wir bieten

• Weiterbildungsmöglichkeiten: Unterstützung bei der beruflichen und persönlichen Weiterentwicklung

• Arbeitsumfeld: Ein dynamisches und unterstützendes Arbeitsumfeld

• Work-Life-Balance: Flexible Arbeitszeiten und Home-Office-Möglichkeiten, 31 Urlaubstage (inkl. Weihnachten, Silvester und Rosenmontag)

• Zusätzliche Leistungen: Betriebliche Altersvorsorge, Gesundheitsprogramme und Zuschuss zum Urban-Sports-Club

• Vermögenswirksame Leistungen: vom ersten Tag an

• Degree in Business Administration, Business Informatics, Engineering, Digital Business, Automotive Management or comparable qualification.

• 1–3 years’ experience in customer journey management, product management, project/operations management, aftersales, warranty, or customer service within the automotive industry.

• Experience translating business requirements into IBRs/user stories and collaborating with IT development teams.

• Solid understanding of customer journey design, digital customer experience, e‑commerce platforms, claims handling, reimbursement procedures, and operational workflows.

• Strong project coordination, stakeholder management, analytical, and problem-solving skills; structured and detail-oriented.

• Excellent communication skills in German, English; additional European languages or Mandarin advantageous.

• Good knowledge of Microsoft Office (Excel, PowerPoint) and project/collaboration tools; experience with reporting tools and AI-enabled productivity tools is a plus.

Comfortable working in a dynamic, international, agile environment and able to manage multiple initiatives concurrently.

This is a superb opportunity to join MSX and work on behalf of smart Europe as we continue ambitious growth. You will represent two iconic automotive brands, inspiring, coaching and influencing colleagues and partners to deliver exceptional results. In return for your commitment and impact, MSX offers a competitive salary and benefits package.

Location:

Home-based in European Community, preferred Germany.

Attend meetings at smart Europe (Stuttgart) twice monthly and additionally as required by MSX or smart.

Remuneration:

• Competitive salary

• Company Benefits

Company equipment (laptop/phone)

Mit über 5.000 Mitarbeitenden sind wir in mehr als 80 Ländern global vertreten und setzen unsere Expertise in den folgenden Bereichen ein:

• Consumer Engagement

• Parts, Accessories & Service Performance

• Actionable Insights

• Repair Optimization & Compliance

• Learning Solutions

• Distribution & Sales Performance

Unser nachgewiesener Erfolg hat dazu geführt, dass wir nun mit fast jedem Automobilherstellenden auf dem Markt zusammenarbeiten.

Die MSXI Purpose

To empower Movers and Makers to thrive in our ever-changing world.

Die MSXI Mission

To harness our expertise in mobility, the creativity of our global teams, and the power of technology, to craft tailored, sustainable and innovative solutions.

Die MSXI Vision

To be the clients’ first choice, recognized for our operational excellence and commitment to driving change and innovation in the mobility industry.

MSX ist ein Arbeitgeber, der die Chancengleichheit fördert und Bewerbungen von entsprechend qualifizierten und geeigneten Bewerbern ungeachtet des Geschlechts, der Ethnie, einer Behinderung, des Alters, der sexuellen Orientierung, der Geschlechtsumwandlung, der Religion oder der Weltanschauung, des Familienstands oder einer Schwangerschaft oder Mutterschaft ausdrücklich erwünscht. Als Nutzer des Programms „Disability confident“ garantieren wir allen behinderten Bewerbern, die die Mindestkriterien für die Stelle erfüllen, ein Vorstellungsgespräch.