Aftersales Support Function (m/f/d)

MSX International has been a trusted partner to leading vehicle manufacturers, their retailers, and mobility organizations globally for more than 30 years. Our unwavering commitment is to help our clients transform their businesses and effectively manage operations in the areas of: Sales Performance; Repair Optimization and Compliance; Parts and Accessories Sales Performance; and Consumer Engagement.
With our global teams, industry expertise, and the power of technology, we design and deliver tailored, sustainable, and innovative solutions and services that help our clients optimize their operations and captivate their customers.

Job Description

Jobtitel: Aftersales Support Function (m/f/d)
Location: Köln, Deutschland
Working hours: 40 hours
Fixed-term/Indefinite

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.

Your tasks

• 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.

What we have to offer

• Training opportunities: Support for your professional and personal development
• Work environment: A dynamic and supportive workplace
• Work-life balance: Flexible working hours and remote work options, 31 vacation days (including Christmas, New Year’s Eve, and Carnival Monday)
• Additional benefits: Company pension plan, health programs, and subsidy for Urban Sports Club
• Capital-forming benefits: From day one

Qualifications

• 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 and 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 a well-known brand 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.

Additional Information

With over 5,000 employees based in more than 80 countries across the globe, our teams provide industry leading expertise that spans:

• Consumer Engagement
• Parts, Accessories & Service Performance
• Actionable Insights
• Repair Optimization & Compliance
• Learning Solutions
• Distribution & Sales Performance

Our proven track record means that we now partner with almost every car manufacturer on the market.

The MSX Purpose

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

The MSX 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.

The MSX Vision

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

MSX is an equal opportunities employer and encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, neurodiversity or other personal characteristics and backgrounds, age, sexual orientation, gender reassignment, religion or belief, or marital and parental status. As users of the Disability Confident scheme, we interview all disabled applicants who meet the minimum criteria for the vacancy.