Customer Complaints Specialist

Position

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.