Consumer Complaints Specialist
Luxembourg, LU
il y a 5j

Job Description

Ferrero is anything but ordinary. A family company with a truly progressive and global outlook. Home to iconic brands Nutella®, Tic Tac®, Ferrero Rocher®, Raffaello®, Kinder Surprise® and Kinder Bueno®.

As the love for our brands continues to grow, so too does our global reach. Today, the Ferrero Group is present in 53 countries, and its products are sold in more than 160 countries.

Our continued growth in new markets presents exciting challenges for our people, alongside significant opportunities for career development and mobility.

The Ferrero Group Quality Department’s missions encompass the definition of quality standards, the constant monitoring of the products’ quality from end to end.

For our HQs in Luxembourg, we are currently looking for an outstanding candidate to support the Quality Consumer Complaints Team in the definition and development of the Group System for quality complaints management.

Main Tasks :

  • Definition and setting-up of the quality standard for the complaint management process at Group level (procedures);
  • Implementation of the Group Operative System for the complaints management and follow-up;
  • Definition and implementation of KPIs for the "Consumer Service Unit" and "Assurance Quality System" performance evaluation;
  • Monitoring of KPIs scorecard;
  • Deal with new projects related to the consumer complaint evolution on social media;
  • Provide trainings to the "Consumer Service Unit" on procedures / tools;
  • Audit the local "Consumer Service Unit" in order to grant the respect of the quality guidelines through a local presidium with the Commercial Quality Team;
  • Release of periodic reporting (monthly and quarterly);
  • Provide specific quantitative analysis;
  • Support local "Consumer Service Unit" in daily issues.
  • Profile :

  • MSc in Engineering, Economics, Food Quality, or related field;
  • At least 3 / 4 years of experience in consumer service management;
  • Good quantitative analysis skills;
  • Ability to work independently and in team;
  • Good relational / communication skills;
  • Previous experiences in a Multinational Food Industry;
  • Result-oriented, problem solving and attention to details.

    I T Skills :

  • Advanced level in Microsoft Office.
  • Language Skills :

  • Proficient in English;
  • Other languages are considered a plus.
  • We Offer

  • An international and challenging working environment,
  • An attractive salary package.
  • Job Requirements

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