Complaint & Improvement Investigator (with German)

About the Role:
As a Complaint Investigator, you will play a key role in understanding the full story behind customer dissatisfaction and turning it into meaningful service improvements. You will collaborate closely with cross-functional teams, uncover root causes, and ensure transparent communication back to our customers. Your work will directly contribute to strengthening relationships with our Sales Offices across EMEA and building a culture of continuous improvement.

Key Responsibilities:

• End-to-end management of customer complaints in Salesforce, ensuring timely processing and full follow-up.
• Collecting, validating and analyzing all data required to understand and resolve complaints.
• Identifying preliminary root causes and coordinating next steps with responsible departments.
• Conducting detailed root cause analyses for Customer Care-related topics.
• Providing clear, factual and customer-friendly feedback based on verified information.
• Monitoring invoice delivery through external platforms and resolving discrepancies.
• Preparing and maintaining regular operational reports to support transparency and decision-making.
• Supporting continuous improvement and acting as regional backup across EMEA.

About You:

• Bachelor's or Master's degree in Business, Logistics or a language-related field (e.g. Philology).
• Strong English and German skills (B2-C1) for seamless communication with stakeholders.
• Practical working knowledge of SAP and Salesforce.
• Understanding of logistics and basic accounting processes.
• Customer-focused mindset with the ability to simplify complex issues.
• Proactive, extroverted communicator who builds strong relationships.
• Flexibility to support various EMEA regions as needed.
• Viewing complaints as opportunities for growth, not obstacles.

We offer:

• Employment on a regular basis in the sweetest company in the world.
• Annual bonus based on your work results.
• Lunch card to be used for groceries and restaurants.
• Private medical care in Lux Med (basic package fully financed by BC).
• Fit Profit sports card co-financed by BC.
• PPE: we care about your future, and we save money for your retirement.
• Cafeteria Program as a part of Social Fund.
• Group life insurance.
• Hybrid working model: min. 8 days in the office a month
• Please note: As a Customer Service team, we ensure full coverage of phone and email support between 8:00 AM and 5:00 PM, Monday to Friday. To secure this availability, the team coordinates internally so that at all times someone is scheduled to work within these hours. Each team member works an 8-hour shift, arranged collaboratively to guarantee uninterrupted service during core business hours.
• Free consultation with a lawyer once a quarter.
• Chocolate! Yes, surprising but we have chocolate in the office, for Christmas, BC's Birthday, and many other occasions during the year.
• And if chocolate is still not enough, you can join one of our theme clubs, where together with other employees we develop our passions and interests.
• Daily delivery of fresh fruits and veggies to the office.
• You can purchase our sweet products with a special discount.
• Relax zone in the office and plenty of options to choose from: PlayStation 5, football table, pool table, Ping-Pong, library, table games, and massage chairs.
• Sport @work? Sure! We have treadmills and indoor exercise bikes with a laptop station.
• We like to party as much as we like chocolate! We have integration budgets we can use for team events.
• Forever Chocolate and Event Team: you can join them and have a real influence on social life in BC and CSR activities.

At Barry Callebaut, we are committed to Diversity & Inclusion. United by our strong values, we thrive on the diversity of who we are, where we come from, what we've experienced and how we think. We are committed to nurturing an inclusive environment where people can truly be themselves, grow to their full potential and feel they belong. #oneBC - Diverse People, Sustainable Growth.

If you want to learn more about Barry Callebaut, please find further information here.

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