Head of Complaint Management - Aibonito, PR, United States - Stellar Enterprises

Stellar Enterprises
Stellar Enterprises
Verified Company
Aibonito, PR, United States

4 weeks ago

James Miller

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James Miller

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Freelance
Description
Our client is an internationally active company in the building components industry. Innovation, high standards for quality and design, and strong brand recognition are drivers for continuous and sustainable growth. Our client's products often set category-leading market standards. A respectful working environment is the foundation of their business success - for over 80 years now.


Responsibilities:

  • You will be responsible for the effective development of the structured feedback management process.
  • You value customer feedback and complaints as valuable input for continuous improvement processes.
  • You consistently analyze customer feedback and key performance indicators, translating them into meaningful reports and actively communicating with internal stakeholders (both nationally and internationally).
  • To optimize the customer experience and restore customer satisfaction, you initiate all necessary measures, utilizing the available service portfolio consistently.
  • You handle even challenging customer conversations with confidence and a solutionoriented approach.
  • As a team player, you lead and develop a team of 9 employees.

Qualifications:

  • Degree in business or technical field / commercial or trade education with additional commercial qualifications.
  • Experience in complaint management in the construction or building components industry is advantageous.
  • Basic technical affinity.
  • High level of customer understanding.
  • Pragmatic and solutionoriented approach.
  • Clear communication style and ability to see things from different perspectives.
  • At least some experience in leadership.
  • Experience in an international organization / with international stakeholders is desirable.
  • Excellent German and English skills.
  • Very good knowledge of IT processes and ideally SAP.
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