Customer Relations and Protection Responsible

Sobre Horse Technologies Horse Technologies forma parte de Horse Powertrain Limited, una nueva empresa independiente de soluciones para sistemas de propulsión, con más de 125 años de legado de Renault y Geely. Desarrollamos y producimos motores híbridos y de combustión, así como transmisiones de clase mundial, para impulsar el avance de nuestra industria, comprometidos con alcanzar un modelo energético sostenible. Este puesto está contratado por la División Horse Technologies y tiene su sede en (escribe la ubicación correcta: ciudad y/o país), con posibilidad de viajes ocasionales a otros centros de Horse Powertrain. ¿Por qué unirte a nosotros? En Horse Technologies, una división de Horse Powertrain, tendrás la oportunidad de impulsar tu desarrollo profesional mientras generas un impacto real. Formarás parte de un entorno dinámico e internacional, rodeado de personas comprometidas, colaborativas y con vocación de cuidado. Si estás listo para construir la excelencia junto a nosotros, tu talento será reconocido y recompensado. Nature and Scope of Responsibilities Exercised Reporting to the Operations and Warehouse Manager, he/she will: Ensure the satisfaction of our key customers within the logistics scope, both in terms of customer relations and on topics such as complaints, backorders, VORs and service levels. Primeter : Warehouse at Valladolid (to extend according to needs) Purpose of the Job: Act as the Windows Person for clients under his responsibility regarding Horse Aftersales services. Lead customer relations efforts at warehouse scope across different customers, focusing on performance. Deploy customer relations methods and tools within the warehouse scope. Main responsibilities: Operational Activities: Manage customer inquiries, complaints, and escalations related to deliveries, shortages, damages, and delays Manage logistics claims (missing parts, transport damages, wrong deliveries, shortages) Ensure fair and consistent application of customer protection rules Validate corrective actions Monitor customer service KPIs (VOR, fill rate, claim rate, backorders) Analyze root causes of service failures and recurring issues Report service performance and improvement actions to management Proactively proposing solutions to improve customer satisfaction Coordinate with warehouse operations, transport, planning, quality, and IT to resolve customer issues Act as the customer voice in internal meetings and improvement initiatives Ensure alignment between customer commitments and operational capabilities Define, develop and deploy methods, processes and tools to improve customer satisfaction. Communicate logistics procedures, service rules, and best practices to customers Support onboarding of new customers Contribute to customer guides, FAQs Autonomy and Latitude of Action The Customer Relation and Protection Responsible operates with high autonomy in customer case management and medium autonomy in financial and policy-related decisions, within defined service rules, budgets, and escalation thresholds. Main Relations Internal working relationships: The role works in close coordination with multiple internal stakeholders to ensure effective customer issue resolution and service level protection Warehouse Operations / Distribution Teams Coordination on order preparation, shortages, picking errors, damages, and corrective actions. Transport & Carrier Management (if outbound incoterm needs) Follow-up on delivery delays, transport damages, proof of delivery, and carrier performance. Planning & Supply Chain Alignment on stock availability, backorders, lead times, and prioritization of urgent customer needs. Quality Root cause analysis of recurring defects, packaging issues, and non-conformities. IT / Systems (WMS, ERP, CRM) Case tracking, data accuracy, system issues, and service reporting improvements. AFS Business / Finance / Accounting Validation and processing of credits, refunds, chargebacks, and financial claims. Sales / Aftersales / Commercial Teams Alignment on customer commitments, service agreements, and key