Complaint Handling
- First point of contact for customers regarding the receipt and registration of complaints.
- Collection, review, and consolidation of all relevant complaint-related information.
- Creation and processing of Q1 notifications in the SAP QM system.
- Maintenance and monitoring of material inventories in SAP.
- Forwarding and coordination of complaints with the responsible Quality Assurance departments.
- Preparation of information records in accordance with established checklists.
- Requesting and tracking samples required for complaint investigations.
- Preparation of VDA-compliant 8D reports, including formal coordination and follow-up with customers after the technical closure of the complaint by the plant.
- Ensuring timely and customer-focused processing of 8D reports through to the formal closure of customer complaints.
- Communicating the processing status and progress updates to customers.
Complaint Coordination and Return Material Management
- Preparation of COMEX and consolidated scrap reports.
- Coordination and handling of report submissions to customers.
- Coordination of technical evaluations with the responsible plants, depending on the scope and complexity of the complaint.
- Initiation and follow-up of material returns involving all relevant internal and external stakeholders.
- Quality-related processing and documentation of material returns in SAP and SharePoint.
Reporting and Analysis
- Creation and maintenance of regular reports, particularly:
- Monthly PPM analyses
- Complaint cost analyses
- Target customer PPM performance indicators
- Support in the preparation of management and customer reports.
General Responsibilities
- Ensuring complete and traceable documentation of all complaint and return-related activities.
- Contributing to the continuous improvement of complaint management and quality processes.
- Performing special assignments as directed by the supervisor.
Customer Inquiries
- Preparation of cover sheets and reports based on existing data (e.g., product audits, DTLD audits, etc.).
- Processing customer inquiries of all kinds and forwarding them to the appropriate internal departments as required.
Education and Professional Experience
- Successfully completed vocational training, preferably within the automotive industry.
- Experience in quality management, customer complaint handling, or customer service within a manufacturing environment is an advantage.
Technical and Professional Competencies
- Sound knowledge of quality management systems and customer complaint processes.
- Good understanding of automotive quality requirements and methodologies, including Automotive Core Tools (e.g., APQP, PPAP, FMEA, SPC, MSA, 8D).
- Experience with SAP S/4HANA, ComplianceQuest (CQ), and Microsoft Office applications.
- Ability to work with customer-specific portals and reporting systems as required.
Language Skills
- Fluent English, both written and spoken (mandatory).
- German language skills, both written and spoken, desirable.
Personal Competencies
- Structured, systematic, and self-directed working style.
- Strong technical communication and negotiation skills.
- Assertiveness and the ability to effectively coordinate across internal and external stakeholders.
- Customer-oriented mindset with strong organizational and follow-up skills.
- High level of reliability, accuracy, and attention to detail.
- Ability to manage multiple tasks simultaneously while meeting deadlines.
The well-being of our employees is important to us. That's why we offer exciting career prospects and support you in achieving a good work-life balance with additional benefits such as:
- Training opportunities
- Mobile and flexible working models
- Sabbaticals
and much more...
Sounds interesting for you? Click here to find out more.
