Customer Complaint Coordinator

CROWDCONSULTANTS 360 GmbH; Deutschland; Remote; EUR 10,000 - 12,000; Full time

Benefits offered by this job

Direct impact on quality

Cross-functional collaboration

Process optimization opportunities

Job summary

CROWDCONSULTANTS 360 GmbH is seeking a dedicated Quality Specialist to own end-to-end customer complaint handling using the 8D methodology. You will drive root-cause analyses, coordinate cross-functional actions with Quality, Operations, Engineering and Production, and ensure timely containment and corrective actions.

You will also prepare 8D reports, maintain QA documentation, and support customer audits and continuous improvement projects.

Qualifications

• Experience managing customer complaints within a manufacturing or industrial environment.
• Solid knowledge of 8D problem-solving methodology, root cause analysis, and corrective action management.
• Ability to investigate technical non-conformities and coordinate cross-functional quality activities.
• Experience with quality documentation, customer quality processes, and Quality Management Systems.
• Strong communication skills with the ability to interface between customers and internal departments.
• Structured, detail-oriented, and proactive approach to problem-solving and continuous improvement.

Responsibilities

• Manage customer complaints from initial issue notification through closure using the 8D methodology.
• Perform root cause investigations and verify defects against customer specifications.
• Coordinate containment actions and identify potentially affected products.
• Collaborate with Quality, Operations, Engineering and Production to implement corrective actions.
• Monitor action plans, track deadlines, verify effectiveness, and escalate critical issues.
• Act as primary quality contact for customers and maintain transparent communication.
• Prepare and submit 8D reports and update QA documentation in the CAQ system.
• Support continuous improvement initiatives by identifying recurring issues and preventive measures.
• Coordinate customer audits and ensure timely follow-up on agreed actions.
• Support first sample inspections, product changes, and customer approval processes with required documentation.

Skills

Customer complaints handling

8D problem solving

Root cause analysis

Cross-functional coordination

Quality documentation

Customer communication

Continuous improvement

Education

Background in Quality Assurance

Tools

CAQ systems

SAP

Quality reporting tools

Job description

YOUR MISSION

• Manage customer complaints from initial issue notification through successful closure using the 8D methodology

• Perform root cause investigations, including the analysis of returned products and verification of reported defects against customer specifications

• Coordinate immediate containment actions and ensure potentially affected products are identified and controlled

• Work closely with Quality, Operations, Engineering, and Production teams to define and implement corrective and preventive actions

• Monitor action plans, track deadlines, verify effectiveness, and escalat[e] critical quality issues when required

• Act as the primary quality contact for customers, ensuring transparent communication throughout the complaint resolution process

• Prepare and submit 8D reports, maintain accurate quality documentation, and update relevant records within the CAQ system

• Support continuous improvement initiatives by identifying recurring issues and driving preventive measures

• Coordinate customer audits, track resulting action plans, and ensure timely follow-up on agreed actions

• Support first sample inspections, product changes, and customer approval processes, including the preparation of required quality documentation

YOUR EXPERIENCE & TALENTS

MUST HAVE

• Experience managing customer complaints within a manufacturing or industrial environment

• Solid knowledge of 8D problem-solving methodology, root cause analysis, and corrective action management

• Ability to investigate technical non-conformities and coordinate cross-functional quality activities

• Experience working with quality documentation, customer quality processes, and Quality Management Systems

• Strong communication skills with the ability to act as an interface between customers and internal departments

• Structured, detail-oriented, and proactive approach to problem-solving and continuous improvement

NICE TO HAVE

• Background in Quality Assurance, Manufacturing Quality, Metrology, or Technical Inspection

• Experience with CAQ systems, SAP, or quality-related reporting tools

• Familiarity with Control Plans, First Article Inspection, PPAP, or Sampling Processes

• Experience organizing and supporting customer audits

• Knowledge of KPI tracking and continuous improvement methodologies (KVP)

BENEFITS OFFERED BY OUR CLIENT

• Visible role with direct impact on customer satisfaction and product quality

• Ownership of end-to-end complaint management and quality improvement initiatives

• Close collaboration with Quality Management, Operations, Engineering, Sales, and customers

• Opportunity to contribute to process optimization and continuous improvement programs

• Diverse responsibilities covering complaint handling, audits, customer communication, and quality documentation

EUR 1000