Customer Complaint Management Specialist

Company Description

Continental develops pioneering technologies and services for sustainable and connected mobility of people and their goods. Founded in 1871, the technology company offers safe, efficient, intelligent and affordable solutions for vehicles, machines, traffic and transportation. In 2024, Continental generated sales of €39.7 billion and currently employs around 190,000 people in 55 countries and markets.

Guided by the vision of being the customer's first choice for material-driven solutions, the ContiTech group sector focuses on development competence and material expertise for products and systems made of rubber, plastics, metal, and fabrics. These can also be equipped with electronic components in order to optimize them functionally for individual services. ContiTech's industrial growth areas are primarily in the areas of energy, agriculture, construction, and surfaces. In addition, ContiTech serves the automotive and transportation industries as well as rail transport.

Job Description

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.

Qualifications

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.

Additional Information

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...

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