Complaint Handling Specialist - Temporary

Straumann Group; Mendaro; Presencial; EUR 27.000 - 36.000; Jornada completa

Descripción de la vacante

Straumann Group is seeking a Complaint Handling Specialist to act as the central point for intake and coordination of customer complaints. You will ensure completeness, maintain traceability in SAP and CRM, and coordinate with manufacturers and investigation sites to support timely investigations.

The role collaborates with Quality, Regulatory, Technical Support, and Customer Service, requiring meticulous documentation and strong cross-border teamwork. A regulated industry background is a plus.

Formación

• Technical qualification in a relevant discipline.
• Strong attention to detail and data management.
• Organizational skills with ability to meet deadlines.
• Good written and spoken English.
• Proficient in MS Office (Word, Excel, Outlook).

Responsabilidades

• Review incoming customer complaints for completeness and accuracy.
• Coordinate distribution of complaints to manufacturers or sites.
• Process complaints within established timelines with quality/compliance.
• Maintain records in SAP and CRM for traceability and follow-up.
• Record supporting documentation, including images and product data.
• Coordinate shipment of complaint-related items when required.
• Escalate issues for timely resolution and process improvement.
• Support internal stakeholders and administrative teams.
• Assist with investigations by providing complete information.

Conocimientos

Attention to detail

Data management

Time management

Communication

MS Office

English proficiency

Independent & collaborative

Educación

Relevant technical qualification

Herramientas

SAP ERP

CRM systems

Descripción del empleo

Are you ready to unlock your potential?

At Straumann Group we're on an exciting journey of growth, innovation, and impact—driven by our mission to improve oral health and transform millions of lives worldwide. United by purpose, we bring our best selves to work every day, embracing a high-performance, player-learner culture that inspires collaboration, curiosity, and ambition. Here, you'll have the opportunity to take charge of your own career, harnessing your skills, passion, and enthusiasm for learning to continually grow and progress. Together, we're not just shaping brighter smiles—we're unlocking the potential of people everywhere, including our own.

About The Role

As a Complaint Handling Specialist, you'll play an important role in ensuring customer complaints are processed accurately, efficiently, and in compliance with quality and regulatory requirements. Acting as a central point of contact for complaint intake and coordination, you'll help ensure information is complete, routed correctly, and available to support timely investigations.

Working closely with global colleagues across Quality, Regulatory, Technical Support, Customer Service, manufacturers, and investigation sites, you'll contribute to maintaining high-quality processes that support patient safety, customer satisfaction, and continuous improvement. If you enjoy working in a structured environment where accuracy, collaboration, and attention to detail make a meaningful impact, we'd love to hear from you.

Your Role

In This Position, You Will

• Review incoming customer complaints to ensure they are complete and accurately documented.
• Coordinate the distribution of complaints to the appropriate manufacturer or investigation site.
• Process complaints within established timelines while meeting internal quality and compliance requirements.
• Maintain accurate records in systems such as SAP and CRM to ensure traceability and effective follow-up.
• Record supporting documentation, including images, scans, and product information.
• Coordinate the shipment of complaint-related products and documentation when required.
• Maintain complaint records to support compliance and audit readiness.
• Escalate issues promptly to support timely resolution and continuous process improvement.
• Respond to requests from internal stakeholders and support urgent complaint-related activities.
• Perform additional assessments, such as fit tests or collecting supporting information, where needed.
• Contribute to complaint investigations by ensuring complete and accurate supporting information is available.
• Support colleagues and administrative team members involved in complaint processing by sharing knowledge and promoting quality standards.

Your Profile

Must-have Qualifications

• Technical vocational or academic qualification in a relevant discipline.
• Strong attention to detail with excellent documentation and data management skills.
• Ability to organize and prioritize multiple activities while meeting deadlines.
• Effective communication skills with the ability to collaborate across international teams.
• Good written and spoken English.
• Proficiency with Microsoft Office applications, particularly Word, Excel, and Outlook.
• Ability to work both independently and collaboratively while following established procedures.

Nice to Have

• Experience in the dental, medical device, healthcare, or another regulated industry.
• Knowledge of complaint handling or quality management processes.
• Experience working with SAP ERP and CRM systems.
• Additional language skills.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin or disability

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