Customer Quality & Complaints Specialist

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.