Customer Complaints Specialist
hace 11 horas
Oviedo
Customer Complaints SpecialistWe are currently looking for a Customer Complaints Specialist to join us at one of our facilities in Asturias (Spain).As a Customer Complaints Specialist, you will manage the end-to-end handling of customer complaints across multiple channels (phone, email, internal tools). Your role will be to ensure timely resolution, identify root causes, and drive continuous improvement to enhance customer satisfaction and service quality.You will report to the Service Complaints Team Supervisor.Key ResponsibilitiesManage the full lifecycle of customer complaints: acknowledgement, investigation, resolution, and response within defined timelinesAnalyze complaint trends to identify root causes and propose corrective actionsCollaborate with Customer Service, Logistics, and cross-functional teams to resolve issues effectivelySupport the reduction of complaint volumes through continuous improvement initiativesEnsure compliance with internal policies, procedures, and regulatory requirementsLiaise with key stakeholders (Operations Managers, Directors, Supply Chain teams)Contribute to service performance reviews by preparing reports and tracking action plansReview and improve processes, tools, and documentation related to complaint managementSupport internal and external auditsParticipate in improvement and quality projects across the organizationKey RequirementsBachelor’s degree; experience in logisticsor supply chain is a plusFluent in English (written and spoken); German is an advantageStrong analytical and problem‑solving skillsAbility to manage conflicts and work under pressureProficiency in SAP, Salesforce, Excel, and Power PointStrong team spirit and collaborative mindsetADR, IMO or IATA certifications are a plus