Specialist for Claims

Job Profile – Specialist for Claims / Complaints Handling

Purpose of the Position

The purpose of this position is to handle and coordinate all customer complaints and claims in a professional and efficient manner. The role ensures accurate documentation, communication with internal departments, and timely resolution of customer issues in line with company standards and policies.

Main Responsibilities

Register, analyze, and process customer complaints and claims in K-Soft.
Communicate with customers and internal departments to investigate and resolve issues such as:

• product quality defects,
• delivery errors, shortages, or damages,
• price discrepancies or incorrect invoices.
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Coordinate with logistics to organize product returns, replacements, or credits as needed.
Prepare and issue credit notes, debit notes, and related documentation.
Maintain accurate and up-to-date records of all complaint cases.
Create regular reports and statistics on claims and complaint trends for management and quality teams.
Support process improvement initiatives to reduce recurring errors and improve customer satisfaction.
Ensure compliance with company procedures and quality standards.

Qualifications and Requirements

Education / Experience:

Completed commercial or technical education, or equivalent qualification.
At least 2–3 years of experience in complaint handling, customer service, or sales administration (preferably in an international environment or industrial sector).

Skills and Competencies:

Strong analytical and problem-solving skills.
Excellent written and verbal communication skills.
Customer-oriented and professional approach to resolving issues.
High attention to detail and accuracy in documentation.
Ability to work independently and handle multiple priorities.

Languages:

German: Minimum B2 level (required for communication with German customers).
English: Minimum B2 level (working language within the Shared Services team).

Computer Skills:

Proficient in MS Office (Excel, Outlook, Word).
Experience with ERP/CRM systems  is an advantage.