Quality Complaints & Claims Specialist

(Complaints & Claims Specialist — Quality Team)

BPD Express is an international logistics company building reliable, straightforward delivery from Europe. As we grow, we treat quality not only as transit time and operations, but also as how we handle difficult cases—how we respond to complaints, investigate issues, and restore customer trust.

We are looking for a person in our Quality Team who will become the owner of complaint and claim cases—from the first customer message to full resolution.

This is not about generic replies or endless back-and-forth. This is about structure, evidence, and outcomes.

What the role is about

As a Quality Complaints & Claims Specialist, you ensure that:

• every customer complaint is properly recorded and handled;

• customers receive clear status updates and a concrete next step—not “please wait”;

• cases are resolved on time without ping-pong between departments;

• facts and supporting evidence are collected and documented;

• complaint reasons are classified so the company can see patterns and improve.

You do not run warehouse operations and you do not manage the logistics flow.
Your job is to investigate the case, coordinate the internal actions, communicate clearly with the client, and close the case with a result.

What you will do

• receive and register customer complaints across all channels (WhatsApp/Telegram/Instagram/email/website);

• collect missing details using checklists (tracking/ID, photos, address details, confirmations);

• review shipment status history and internal events;

• request information from warehouse/operations/partners, collect evidence, and document findings;

• communicate with customers in a structured way: what we see, what we do next, when the next update will be;

• drive resolution: search requests, data corrections, re-routing, re-dispatch/return handling, compensation/insurance cases (within company policy);

• close cases with a confirmed outcome and tag case type and root cause for quality reporting.

Who this role fits

This role is a strong fit if you:

• stay calm and professional in conflict situations and know how to de-escalate;

• like order: deadlines, status tracking, evidence, and clear documentation;

• push cases to resolution—no “just forwarding messages”;

• take ownership until the case is fully closed;

• work confidently with CRM/ticketing tools and spreadsheets (Excel/Google Sheets).

Logistics experience is a plus, but what matters most is structured thinking, discipline, and high-quality communication.

What we offer

• a role that directly impacts customer trust and service quality;

• clear ownership and measurable outcomes;

• the ability to build a strong complaint-handling system and see results;

• work in a stable international company;

• professional growth opportunities.

Work format: office-based, Germany (64572 Büttelborn).

How to apply

Please send your CV to:
careers@bpd-express.de

BPD Express GmbH & Co. KG
Max-Planck-Straße 10
64572 Büttelborn