Complaints Officer (all genders)

FrieslandCampina; Netherlands; On-site; EUR 47,000 - 50,000; Full time

Benefits offered by this job

36-hour working week

5% year-end bonus

Pension scheme

Travel allowance

200 hours of annual leave

Health and well-being support

Job summary

FrieslandCampina Professional in the Netherlands is seeking a Complaints Officer (all genders) to join the Customer Supply Chain QA and Complaints team. You will enable superior customer satisfaction by delivering fast, accurate responses to complaints and coordinating with Business Units.

You will process complaints in SAP or other systems, gather necessary information, review investigations, and communicate status and settlements clearly to customers.

Qualifications

• Experience in a customer complaints environment.
• Fluent in Dutch & English; knowledge of French & German.
• Accurate and good knowledge of SAP and Excel.
• Customer focused and able to act with speed and decisiveness.
• Take responsibility for your work and work in an international setting.

Responsibilities

• Administrate processing, handling and communication of customer complaints within deadlines.
• Manage complaints in SAP or other systems; monitor for recurring or severe issues.
• Ensure required information to investigate complaints is available.
• Review investigation reports and draft customer communications.
• Discuss results with Business Unit/Key Account Manager.
• Communicate status and settlement professionally with customers.
• Coordinate returns and processing of credits with related systems.

Skills

Customer complaints experience

Fluent Dutch & English

Knowledge of French & German

Customer focused and decisive

Responsible and accountable

Cultural awareness

Tools

SAP

Excel

Job description

Complaints Officer (all genders) Nuenen (NL) Quality & HSE 32-40

Within the Customer supply chain QA and Complaints team of FrieslandCampina Professional we are looking for a Complaints Officer. In this role you enable FrieslandCampina Professional to win in the market by ensuring that all the customer complaints are handled with speed and knowledge; answers to customers need to have enough content to guarantee that Professional customers are satisfied.

What we ask

• Experience in a customer complaints environment
• Fluent in Dutch & English
• Knowledge of French & German
• Accurate and good knowledge of SAP and Excel
• Customer focused and able to act with speed and decisiveness to achieve the best results
• You take responsibility for your work
• able to act in different cultures and in an international setting

What we offer

At FrieslandCampina, you will work with strong and trusted brands enjoyed by millions of consumers every day, including Campina, Friso, Chocomel, and Frisian Flag. As a dairy cooperative, we combine an international working environment with a strong focus on sustainability, innovation, and personal development. Here, you will have the opportunity to make a real impact—on your team, the production site, and the products we are proud of.

In addition, you can expect an attractive employment package, including:

• A gross monthly salary between €3.898,65 and €4.196,34 (based on a fulltime workweek) depending on your knowledge and experience;
• A 36-hour working week, a 5% year-end bonus, and an excellent pension scheme;
• Travel allowance of €0.23 per kilometre (up to 30 km one way);
• 200 hours of annual leave, with the option to purchase or sell up to 40 additional hours each year;
• Extensive support for your health and well-being, including health support services, employee assistance programmes, and a variety of vitality and wellness initiatives.

Vacancy description

As Complaints Officer you are part of the customer supply chain QA and Complaints team of FrieslandCampina Professional. You are reporting to the Complaints Manager. You perform a key role in enabling customer satisfaction with regard to complaints by providing quick and qualitative answers on complaints.

In this position you will be responsible for:

• The administrative processing, handling and communication of customer complaints and this as much as possible within the set deadlines.
• Managing the complaints in SAP or another Customer complaints system- Monitoring recurring ‘similar’ or severe complaints, starting up the escalation process.
• Making sure that all required information to investigate the complaints is available.
• Reviewing the investigation report to write an answer for the customer/consumer
• Discussing the result of analysis with the Business Unit/Key Account Manager concerned
• Communicating in a professional way with the customer about the status and settlement of a reported complaint
• Taking into account the complex structure of legal entities when entering the complaint Coordinating the returned goods and correct processing return orders within the systems.
• Managing together with the Customer Care department the financial settlement of the customer complaints, returned goods ( Credit notes).

For thousands of people every day, we are more than just a dairy company. To our farmers, our employees, the communities we serve, the businesses we work with and the people to whom we bring happiness, FrieslandCampina means something more. For them it's not just about what we do, but who we are.We value talented people from any background who want to contribute to something bigger than themselves. We encourage all of our employees to make decisions that benefit our entire company. At FrieslandCampina we own our own career and act accordingly. We trust you to make a difference in your job and influence the bigger picture. Working at FrieslandCampina means you are contributing to a better world.As Complaints Officer you are part of the customer supply chain QA and Complaints team. You are reporting to the Complaints Manager. The team consist of people located in Lummen (BE), Nuenen (NL). The Complaints Officer will be based in Lummen (B) or in Nuenen (NL)

Why work with us:

An inspiring purpose

Better nutrition for the world and a good living for our farmers, now and for generations to come.

A cooperative culture

Driven by global collaboration, respect, and shared success

Space to aim higher, with autonomy and a clear focus

Your growth fuels ours

We invest in your personal and professional development through training and education.

Do you have any questions?