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 logisticsor 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. xhfqzwm
- ADR, IMO, or IATA certifications are a plus.