Customer Care Brands Specialist

InPost España; San Fernando de Henares; On-site; EUR 32,000 - 52,000; Full time

Job summary

InPost España is seeking a proactive Customer Care Brands Specialist to oversee your assigned customer portfolio and monitor shipments, incidents, and service quality. You will collaborate with internal teams to resolve issues and ensure a high level of client satisfaction through regular communication.

You will work in a fast-paced environment, building strong customer relationships, and contributing to regional expansion of InPost’s smart locker network across Iberia.

Qualifications

• 3+ years in Customer Service, Customer Care, Logistics or similar operational environment.
• Experience managing customer portfolios and handling incidents or follow-ups.
• Strong customer-oriented mindset with excellent communication skills.
• Proactive, independent, and fast-paced work style.
• Excellent organization and prioritization abilities.
• Problem-solving attitude with conflict management skills.
• Team player with cross-department collaboration.
• Good knowledge of Excel and reporting tools.
• Fluent English and Spanish for customer calls.

Responsibilities

• Manage and proactively monitor shipments for your assigned customer portfolio.
• Provide excellent customer service via calls, emails and daily client communication.
• Identify, investigate, and manage incidents with timely follow-up and resolution.
• Coordinate with internal departments to escalate, claim, and resolve issues.
• Build strong relationships with customers and understand their needs for positive experiences.
• Track service quality indicators and prepare weekly/monthly performance reports.
• Analyze service performance and contribute to action plans to improve quality and satisfaction.
• Ensure correct application of internal procedures and processes.
• Prioritize tasks in a dynamic environment with multiple ongoing requests.
• Contribute to achieving Customer Care KPIs and service objectives.

Skills

Customer service

Incident management

Excel

Reporting tools

English

Spanish

Organization

Communication

Problem solving

Team collaboration

Logistics

Tools

Excel

Reporting tools

Job description

Everything you are looking for and more

The Customer Care Brands Specialist is responsible for ensuring an excellent customer experience through proactive shipment monitoring, incident management, and continuous communication with clients and internal teams.

Reporting to the Brands Team Leader, this role involves managing an assigned customer portfolio, monitoring daily operations, resolving incidents, and coordinating with different departments to ensure efficient service and high-quality support.

This position is ideal for someone proactive, organized, customer-oriented, and comfortable working in fast-paced operational environments.

What responsibilities and objectives will you have?

• Manage and proactively monitor the shipments of your assigned customer portfolio.

• Ensure excellent customer service through phone calls, e-mails, and daily communication with clients.

• Identify, investigate, and manage incidents, ensuring timely follow-up and resolution.

• Coordinate with internal departments to elevate, claim, and resolve operational issues efficiently.

• Build strong relationships with customers, understanding their needs and ensuring a positive service experience.

• Monitor service quality indicators and prepare weekly and monthly performance follow-ups.

• Analyse service performance and collaborate on action plans to improve operational quality and customer satisfaction.

• Ensure the correct application of internal procedures and operational processes.

• Prioritize tasks effectively in a dynamic environment with multiple ongoing requests and operational needs.

• Contribute to achieving Customer Care department KPIs and service objectives.

Well, what will the requirements be?

• At least 3 years of experience in Customer Service, Customer Care, Logistics, Transport, or a similar operational environment.

• Previous experience managing customer portfolios and handling incidents or operational follow-ups.

• Strong customer-oriented mindset with excellent communication skills.

• Ability to work proactively, independently, and in a fast-paced environment.

• Strong organizational and prioritization skills.

• Problem-solving attitude with the ability to manage conflicts effectively.

• Team player with strong collaboration skills across different departments.

• Good knowledge of Excel and reporting tools.

• English and Spanish proficiency required to attend customer calls.

• Degree is valuable but not mandatory.

• Experience in logistics, transport, supply chain, or operational customer service environments will be highly valued.

What do we offer?

• The opportunity to contribute directly to the expansion of InPost’s smart locker network across Iberia.

• A role with significant autonomy and visibility within the commercial organization.

• Collaboration with cross-functional teams and exposure to key strategic partners.

• A dynamic, growing environment where your impact is measurable and recognised.

Why join us?

At InPost, you will play a key role in shaping how millions of customers interact with last-mile delivery solutions. You will work in a fast-growing, innovative environment where your contributions directly support the company’s expansion and market presence. Our culture is built around five key behaviours, driven by a strong “Go Go Go” mindset focused on speed and determination.

• CHAMPION THE CUSTOMER: We put the customer at the center of everything we do and strive to exceed expectations.

• OWN IT: We take responsibility, act with initiative, and proactively drive solutions.

• DARE TO DISRUPT: We embrace innovation, ambition, and continuous learning to grow and improve together.

• MAKE IT HAPPEN: We adapt quickly, learn constantly, and move forward with Smart execution.

• WIN TOGETHER: We achieve great results through collaboration, recognition, and a shared winning mindset.

Inclusive Culture

InPost has an Equal Opportunities Plan that promotes equality at all levels. We aim for equality in the company's workplaces, focused on promotion, as well as gender equality, diversity, equity and inclusion of people regardless of their abilities and conditions.