One.
Coordinating the entire complaint process, from reporting to completion.
We are looking
to a complaints coordinator
(Full-time 37.5 hours) - Temporary position (1 year)
As a Complaints Coordinator at Verstegen, you ensure that complaints are not only handled properly but, more importantly, lead to lasting improvements. You oversee the entire process, from receiving a complaint to providing clear feedback to the customer and implementing corrective actions within the organisation.
You are the connecting link between Account Support, Production, Quality Assurance, and other departments. You initiate investigations, monitor progress, and ensure that root causes are truly identified. In doing so, you look beyond individual complaints. You analyse trends, identify recurring issues, and translate these into concrete improvement initiatives to continuously enhance our processes and customer satisfaction.
About the department:
You will join the FSQ (Food Safety & Quality) team, where quality and food safety are paramount. Due to the growth of the organization and the distribution of tasks across multiple specialist teams, there is a need for a colleague who will focus entirely on coordinating customer complaints. You will work closely with colleagues from Production, QA, Account Support, and other departments. Although you are part of the QA team and also perform general QA tasks, your main focus will be on managing the complete complaint process and preventing recurring complaints.
What are you going to do?
As a Complaints Coordinator, you ensure that every complaint is handled carefully, objectively, and within the agreed timeframe. You are not the one who conducts all investigations yourself, but you ensure that the right people are involved, monitor progress, and assess whether the outcomes are complete and useful. In addition, you constantly look for ways to make processes smarter. By analyzing trends and uncovering root causes, you actively contribute to reducing complaints and improving our production processes. Your responsibilities include:
2.
Assessing new complaints and delegating investigations to the appropriate colleagues.
3.
Monitoring the progress and quality of investigations and improvement actions.
4.
Developing clear, customer-focused feedback for consumers and business clients.
5.
Analyzing trends and recurring causes within complaints.
6.
Initiating and guiding improvement processes to prevent recurrence of complaints.
7.
Collaborate with Production, Account Support, QA, and other internal stakeholders.
8.
Guiding internal blocks and internal quality reports.
9.
Performing general QA activities, such as hygiene rounds, internal audits, and blockage resolution.
This is you:
You are naturally curious and want to know exactly why something goes wrong. You dare to ask questions, maintain an overview, and can positively engage people. You are steadfast when necessary, but primarily work in a connecting way. Precisely because you easily make contact and help colleagues improve processes, you get things done.
In addition:
● You have an MBO or HBO working and thinking level.
● You have experience in a production environment, preferably within the food industry.
● You can communicate clearly in Dutch, both orally and in writing. You also have a good command of English.
● You work accurately and meticulously record your findings.
● You are analytical, process-oriented, and curious about the true cause of a problem.
What will you get from us?
At Verstegen, you get the opportunity to develop yourself into a specialist within a field that is constantly evolving. You will join an environment where quality is paramount and where you will work daily with colleagues from different disciplines. In addition, we offer:
● A gross monthly salary up to €4,338 based on full-time employment and depending on experience.
● 8.33% holiday allowance and an end-of-year bonus.
● 26 vacation days and the possibility to purchase additional vacation days.
● A good pension scheme and travel expense reimbursement.
● The possibility to work partially from home after your onboarding period.
● Ample room for personal development and professional training.
● Working for a premium brand where quality and food safety are central every day.
● Discount on the entire Verstegen product range.
● A bicycle plan and corporate fitness program.
