Customer Complaints Specialist – Asturias (Spain). This role reports to the Service Complaints Team Supervisor. Key Responsibilities
Manage the end‑to‑end handling of customer complaints across multiple channels (phone, email, internal tools). Deliver acknowledgement, investigation, resolution, and response within defined timelines. Analyze complaint trends to identify root causes and propose corrective actions.
Collaborate with Customer Service, Logistics, and cross‑functional teams to resolve issues effectively. Support the reduction of complaint volumes through continuous improvement initiatives. Ensure compliance with internal policies, procedures, and regulatory requirements.
Liaise with key stakeholders (Operations Managers, Directors, Supply Chain teams).
Contribute to service performance reviews by preparing reports and tracking action plans. Review and improve processes, tools, and documentation related to complaint management.
Support internal and external audits. Participate in improvement and quality projects across the organization. Key Requirements
Bachelor’s degree; experience in logistics or supply chain is a plus. Fluent in English (written and spoken); German is an advantage. Strong analytical and problem‑solving skills. Ability to manage conflicts and work under pressure. Proficiency in SAP, Salesforce, Excel, and PowerPoint. Strong team spirit and collaborative mindset. ADR, IMO, or IATA certifications are a plus.