- Understanding the reasons and factors behind service complaints and work towards solving customer ́s problems
- Investigates service complaints against company policies and procedures and regulatory guidelines
- Monitoring service complaints and working towards reducing their numbers
- Meeting with customer service team and support other operational functions in order to provide solutions for service complaints
- Identify/mitigate risks to the business and to deliver quality standards.
- Liaising with key stakeholders, including Operations Managers, Directors and Senior supply chain roles.
- Identify root causes of customer complaints, offering ideas for improvement to reduce volumes and improve the customer experience
- Review current work processes and documents and makes recommendations for improvements to the existing complaint system
- Preparation of data and action trackers for monthly logistics quality service meetings
- Provide support for improvement projects
- Due to high interdependencies strong collaboration with Logistics Order Fulfillment Specialist, Logistics Inventory Adm Specialist and Logistics Service Providers
- Achieve the targets of Service Complaints set by the business units by using problem solving and root cause analysis tools within the team and with other functions.
- Support in internal and external audits
- Bachelor's Degree and two years of experience working in logistics is desirable.
- Fluent spoken and written knowledge of English. German is desirable.
- Good analytical and problem-solving capacities are indispensable.
- Conflict resolution skills.
- IT Skills: SAP, Salesforce, high proficiency in Excel and Power Point.
- Team spirit, ability to work under pressure
- Training and certification of ADR, IMO and IATA desired
- Experience with audits (internal & external)
- Be proactive
- Flexible when dealing with changes
- Strive for continuous improvement on existing processes and question and adapt own working methods
- Work independently or in a team
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Logistics Service Complaints Handling Specialist - Asturias, España - Axalta
Descripción
Description
:Axalta has remained at the forefront of the coatings industry by continually investing in innovative solutions. We engineer technologies that protect customers' products – whether they are battling heat, light, corrosion, abrasion, moisture, or chemicals – and add dimension and beauty with colourful finishes. We have a vast and ever-evolving portfolio of brands primed to play an important part in everything from modernizing infrastructure around the world to enabling the next generation of electric and autonomous vehicles.
We are currently looking for a Logistics Service Complaints Handling Specialist to join us at our facility in Asturias.
As a Complaint Handler, you will be responsible for the review and initial acknowledgement, investigation, response and solution of customer complaints; received through multiple channels including but not limited to phone calls, emails and internal tools.
You will manage the resolution of customer service complaints, within given timescales to provide complaint trends and communicate lessons learnt to the different Business Units, so service levels can be improved.
Key responsibilities:
Key requirements:
Axalta operates its business in two segments: Performance Coatings and Mobility Coatings, which serve four end markets, including Refinish, Industrial, Light Vehicle and Commercial Vehicle, across North America, EMEA, Latin America and Asia-Pacific. Our diverse global footprint allows us to deliver solutions in over 140+ countries and coat 30 million vehicles per year. We've recently set an exciting 2040 carbon neutrality goal, in addition to 10 other sustainability initiatives, and we take pride in working with our customers to optimize their businesses and achieve their goals.
Our Company:
Axalta has remained at the forefront of the coatings industry by continually investing in innovative solutions. We engineer technologies that protect customers' products – whether they are battling heat, light, corrosion, abrasion, moisture, or chemicals – and add dimension and beauty with colorful finishes. We have a vast and ever-evolving portfolio of brands primed to play an important part in everything from modernizing infrastructure around the world to enabling the next generation of electric and autonomous vehicles.
Axalta operates its business in two segments: Performance Coatings and Mobility Coatings, which serve four end markets, including Refinish, Industrial, Light Vehicle and Commercial Vehicle, across North America, EMEA, Latin America and Asia-Pacific. Our diverse global footprint allows us to deliver solutions in over 140+ countries and coat 30 million vehicles per year. We've recently set an exciting 2040 carbon neutrality goal, in addition to 10 other sustainability initiatives, and we take pride in working with our customers to optimize their businesses and achieve their goals.
