EU Complaint Response Specialist

W.R. Grace & Co.; Poznań; On-site; PLN 85,000 - 115,000; Full time

Job summary

Grace is seeking a Complaint Response Coordinator to implement and train defined CRM processes for handling customer complaints across Europe, interfacing with Customer Service, Sales, Technical Service, Product Management, Production Plants, Forwarding and Logistics.

Responsibilities include intake, classification, prioritization, and 8D reports; coordination of Enablon users; KPI dashboards; and ongoing training for Europe to ensure continuous improvement of complaint handling processes.

Qualifications

• Bachelor's or higher degree in chemistry or related field.
• Fluent in written and spoken English.
• Strong communication and coordination in an international setting.
• Proactive, independent with analytical mindset and structured problem solving.

Responsibilities

• Comply with safety regulations and ensure up-to-date training for staff assigned to executives.
• Serve as Response Coordinator for the Customer Complaint Database for Europe; handle all complaints.
• Intake, classify and prioritize complaints based on defined categories and workflows.
• Support system users and coordinate with global helpdesk for Europe.
• Monitor open complaints, send reminders and escalate closures.
• Coordinate investigations and conduct root cause analyses and corrective actions.
• Coordinate and complete 8D reports when needed; manage RMA processes and credit requests.
• Provide KPI-based reviews and lead Europe-wide Complaint Reviews; training for Enablon users.

Skills

Fluent English

Data quality

KPI monitoring

Stakeholder communication

Analytical mindset

Problem solving

Independent and proactive

Team player

Education

Bachelor's or higher degree in chemistry/related field

Tools

Enablon

MS Office

Job description

Grace is seeking a Complaint Response Coordinator to implement and train defined CRM processes for handling customer complaints across Europe, interfacing with Customer Service, Sales, Technical Service, Product Management, Production Plants, Forwarding and Logistics.

Responsibilities include intake, classification, prioritization, and 8D reports; coordination of Enablon users; KPI dashboards; and ongoing training for Europe to ensure continuous improvement of complaint handling processes.