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

• A Bachelor Degree 
• Experience in a customer complaints environment 
• Fluent in Dutch & English 
• Knowledge of French & German 
• Accurate and good knowledge of SAP and Excel 
• Good communication skills 
• 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).