Complaint Management Professional

Job description

COMPLAINT EVALUATION & CLASSIFICATION You’ll review incoming complaints and classify them according to established processes. You’ll assess the available information, identify gaps, and ensure each case is documented accurately to support further investigation. INVESTIGATION & COORDINATION You’ll coordinate the activities needed to process and resolve complaints, working closely with Quality Management, Quality Assurance, Manufacturing and Technology, Logistics, Legal, and our international subsidiaries. You’ll also collaborate with external partners, including co-packers, packaging suppliers, and distribution partners, to gather information and move cases forward. STATEMENTS & CRITICAL COMPLAINT REPORTING You’ll consolidate investigation findings and prepare clear, accurate statements based on all available information. Through daily reporting of critical complaints, you’ll ensure relevant stakeholders have timely visibility of issues and their status. DATA MONITORING & TREND ANALYSIS You’ll monitor complaint data, identify recurring issues, and recognise trends. By translating findings into actionable insights, you’ll support continuous improvement and help teams identify where further investigation or corrective action is needed. PROCESS & SYSTEM IMPROVEMENT You’ll contribute to improving complaint management processes and systems. Working with the team, you’ll identify opportunities to make complaint handling more efficient, consistent, and transparent. Completed technical education, such as an HTL qualification, or a degree in food technology, biotechnology, process engineering, natural sciences, or a comparable field. Alternatively, at least three years of experience in quality management, ideally specialising in complaint handling. Very good command of English; German is a plus. Strong communication skills and the ability to collaborate with international stakeholders across different functions. An independent, structured, precise, and conscientious approach to work. A solution-oriented mindset with strong analytical and problem-solving skills. The ability to interpret data, recognise trends, and translate findings into practical improvements. An interest in continuously improving processes and systems. The ability to grasp new topics quickly, adapt to changing priorities, and remain focused under pressure. A collaborative mindset and enjoyment of working in a team. Due to legal reasons, we are obliged to disclose the minimum salary according to the collective agreement for this position, which is € 2362 gross per month. However, our attractive compensation package is based on market-oriented salaries and is therefore significantly above the stated minimum salary. As an employer, we value diversity and support people in developing their potential and strengths, realizing their ideas and seizing opportunities. We believe passionately that employing a diverse workforce is central to our success. We welcome applications from all members of society irrespective of age, skin colour, religion, gender, sexual orientation or origin. Can you turn customer feedback into meaningful quality improvements? Join our Global Quality Management team and help us resolve complaints while strengthening the quality of our products and the customer experience. In this international role, you’ll evaluate complaints, coordinate investigations, and bring together information from internal teams and external partners. With a structured approach and an eye for detail, you’ll help ensure complaints are handled efficiently, critical issues receive timely attention, and insights contribute to continuous improvement.