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Customer Relations and Protection Responsible

hace 3 semanas

Valladolid, Valladolid, España Horse Powertrain A tiempo completo

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 account escalations.

  • Legal & Compliance (as needed)

Support in contractual disputes, regulatory compliance, and high-risk customer cases.

  • Management

Reporting on customer satisfaction, claims, risks, and improvement actions.

  • External working relationships:

The role is the main logistics-related interface with external partners and customers.

  • Customers / Dealers / Repairers / Distributors

Daily communication on deliveries, complaints, claims, service issues, and resolutions.

  • Logistics Service Providers (3PLs, Carriers)

Coordination on investigations, corrective actions, and service performance.

  • Suppliers (Packaging, Transport, Services)

Interface for issues impacting customer deliveries or protection measures.

  • Insurance Companies (if applicable)

Management of transport damage claims and supporting documentation.

  • Auditors / External Inspectors (as required)

Support during audits related to customer protection, service quality, or compliance.

Skills And Knowledge Required For Holding The Job
Technical & Functional Knowledge

  • Strong knowledge of aftersales logistics processes (order management, warehousing, transport, returns, claims)
  • Understanding of spare parts flows, VOR (Vehicle Off Road), backorders, service levels, and network operations
  • Knowledge of customer protection rules, warranty, returns, and compensation mechanisms
  • Familiarity with logistics KPIs (Backlogs, VOR, fill rate, customer service rate, claim rate,)
  • Basic understanding of transport regulations and Incoterms (preferred)

Systems & Data Knowledge

  • Experience with WMS / ERP / CRM systems
  • Ability to analyze service data, dashboards, and reports
  • Proficiency in Excel and reporting tools
  • Understanding of case management and ticketing tools

Customer Service & Communication Skills

  • Ability to manage customer complaints and escalations professionally
  • Strong negotiation and persuasion skills
  • Ability to explain logistics constraints and solutions clearly to customers

Analytical & Problem-Solving Skills

  • Strong root cause analysis capability
  • Ability to identify recurring issues and propose preventive actions
  • Structured and methodical approach to case resolution
  • Decision-making skills within defined policies and thresholds

Cross-Functional Collaboration Skills

  • Ability to work effectively with operations, transport, planning, IT, finance, and sales
  • Capability to act as the voice of the customer internally
  • Facilitation skills to drive corrective actions across teams

Compliance & Risk Awareness

  • Awareness of contractual obligations, service agreements, and compliance requirements
  • Ability to assess financial, operational, and reputational risks
  • Strong sense of ethics and fairness in customer protection decisions

Behavioral & Soft Skills

  • Customer-oriented mindset with a strong service culture
  • Stress resistance and ability to manage urgent or sensitive cases
  • Autonomy, accountability, and reliability
  • Attention to detail and documentation discipline

Language

  • Languages (English must, French/Spanish preferred)

Required experience:

  • 4 years of professional experience in logistics, supply chain, or aftersales operations
  • 2–4 years in a customer-facing logistics or aftersales role, such as:
  • Customer service / customer care in logistics
  • Claims or returns management
  • Service level or customer support coordination
  • Systems & Process Experience
  • Practical experience using WMS / ERP / CRM systems
  • Experience working with KPIs, service dashboards, and reporting
  • Participation in process improvement or continuous improvement initiatives

Compromiso con la igualdad de oportunidades
En nuestra empresa, estamos comprometidos con la igualdad de oportunidades y seleccionamos a las personas en función de sus competencias y cualificaciones. Animamos especialmente a postularse a personas pertenecientes a grupos subrepresentados.

Si crees que tienes las habilidades y la pasión necesarias para destacar en este puesto, estaremos encantados de conocerte. Descubramos juntos todo lo que podemos lograr.

Cómo postularse
La fecha límite para enviar tu candidatura es
[escribe aquí la fecha límite],
aunque el proceso de selección se llevará a cabo de forma continua.

Ten en cuenta que, debido a la normativa sobre protección de datos, no aceptamos solicitudes enviadas por correo electrónico.

¿Tienes preguntas?
Si tienes alguna consulta adicional sobre el puesto, puedes contactar con el/la responsable de selección:
[tu nombre completo y correo electrónico aquí].
Para preguntas relacionadas con el proceso de selección, por favor contacta con el/la reclutador/a:
[nombre completo y correo electrónico del reclutador aquí].
Horse Technologies forma parte de Horse Powertrain Ltd, líder global en soluciones de sistemas de propulsión. Conoce más en