Job Description

Overview
The Customer Service Team is looking for reinforcement--could this be something for you? We are looking for a Customer Complaints Coordinator who is passionate about their work and has experience in complaint management, ideally in a technical product environment. You are also skilled at communicating with customers on a daily basis by phone and email in German and English, finding quick, targeted solutions. You enjoy close communication and collaboration with other departments, especially product management and quality assurance, and you are ready to work with a highly motivated team to maintain high customer satisfaction and handle complaints quickly and efficiently.
Responsibilities

• Initial contact and coordination of complaints: Receipt, processing, and complete documentation of customer complaints worldwide
• Customer communication: Competent contact person for technical queries and support throughout the entire complaint process (German & English)
• Cross-departmental collaboration: Interface with quality assurance, purchasing, and product management, among others, to initiate immediate measures and sustainable solutions
• Complaint management workflow: Recording of errors, root cause analysis, tracking of quality reports, and handling of warranty claims in compliance with regulatory requirements (ISO 9001, ISO, GMP, MDR, FDA, etc.)
• Key figures & evaluations: Monitoring of complaint KPIs, preparation of reports for management, and support of the sales team during customer visits
• Audit preparation: Collaboration in the preparation and implementation of customer audits in the service area
• Process optimization: Active participation in and compliance with complaint processes for the continuous improvement of customer satisfaction

Hardskills

• Experience in complaint management/complaint handling
• Statistics and data analysis
• Knowledge of quality management (QM) and error analysis (root cause analysis)
• Familiarity with ISO standards (e.g., ISO 9001, ISOin the medical technology sector)
• Knowledge of necessary material certifications (3.1, FDA, USP VI, etc.) in the pharmaceutical sector is an advantage
• Understanding of technical products/systems, ideally in the pharmaceutical or mechanical engineering environment
• Experience in handling warranty claims and customer returns
• Familiarity with process and quality management software tools, ideally Consense or others
• Very good German and excellent English skills

Softskills

• Structured and independent way of working
• Technical understanding of products
• Diplomatic and customer-oriented manner
• Pragmatic and solution-oriented mindset
• Ability to work in a team, reliability, and flexibility
• Communication and conflict management skills
• Ability to work under pressure and resistance to stress
• Empathy and the ability to put yourself in the customer's shoes

We offer you

• An open and collegial corporate culture
• Freedom for ideas
• Participation in sports and leisure activities
• Promotion through further training, especially at our SKAN Academy
• Intensive and job-oriented induction
• Short decision-making paths and flat hierarchies
• Open communication policy
• 5 weeks holidays and the possibility of further holidays

To apply, please upload your complete application documents (resume, diplomas, and references) to our career page. We are not currently working with external service providers or recruitment agencies for this position. For questions please contact Viviane Braxton.
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Skills Required