Quality Processes / Claims / Customer Experience

About the Role

BPD Express is developing its Quality Management department and is looking for a person who can build a clear and effective quality control system for our service.

This role is not limited to handling customer requests or complaints. The key responsibility is to structure and implement quality processes from the ground up: workflows, standards, escalation rules, response templates, deadlines, documentation, reporting and internal follow-up.

We are looking for an independent, analytical and well-organized professional who understands operational customer issues, can identify the root causes of problems and turn them into clear working processes for the company.

This is an on-site office position. Remote or hybrid work is not available for this role.

Main Objective

The main objective of this position is to build a structured and functional Quality Management process at BPD Express.

This includes:

• defining which customer cases and claims should be handled by the Quality department;

• creating a clear process for handling claims, complaints and complex customer cases;

• setting response times, processing deadlines and escalation levels;

• developing templates for customer communication;

• implementing structured documentation for all quality-related cases;

• controlling open cases and following them through to final resolution;

• analyzing recurring issues;

• preparing regular reports for management;

• working closely with Customer Service, Logistics, Warehouse, partners and management;

• developing practical recommendations to improve service quality and internal processes.

Responsibilities

In this role, you will combine operational case handling with the development of a structured quality management system.

Handling Customer Cases and Claims

• analyze complex customer requests, complaints and claims;

• handle cases related to delays, non-delivery, damaged shipments or other service issues;

• check shipment data, tracking statuses, internal communication and process history;

• prepare clear, factual and professional responses to customers;

• document investigation results;

• follow up on open cases until they are fully resolved;

• ensure that customers receive a clear and understandable response within defined deadlines.

Building Processes and Structures

• analyze the current flow of customer complaints and quality-related cases within the company;

• identify weak points, information gaps and delays;

• develop a standardized process for quality and claims cases;

• define responsibilities between Customer Service, Logistics, Warehouse, partners and management;

• create checklists for typical case scenarios;

• prepare response templates and internal working instructions;

• introduce a basic case prioritization system;

• define which cases can be resolved within the Quality department and which cases require escalation.

Quality Control and Reporting

• track and analyze recurring problems;

• group claims and complaints by root cause;

• prepare regular reports for management;

• suggest concrete actions to improve service quality;

• monitor the implementation of agreed improvements;

• support the development of long-term quality standards at BPD Express.

Your Profile

We are looking for a person with experience in customer service, quality management, claims handling, support, logistics, e-commerce or operational process management.

It is especially important that you are able not only to perform existing tasks, but also to structure, build and improve processes independently.

You are a good fit for this role if you:

• can analyze unstructured processes and turn them into clear workflows;

• work independently and take responsibility for results;

• want to understand the causes of problems, not only deal with their consequences;

• have experience with difficult customer cases or complaints;

• communicate calmly, professionally and solution-oriented;

• write clearly, respectfully and in a structured way;

• are detail-oriented and accurate;

• are confident working with spreadsheets, CRM systems, helpdesk tools or internal databases;

• take deadlines, documentation and follow-up seriously;

• can work with different departments and follow up until results are achieved;

• are ready to work exclusively from the office.

Requirements

• Experience in customer service, quality management, claims, support, logistics, e-commerce or operations;

• experience with complex customer requests, complaints or claims;

• ability to structure information and document processes;

• strong written communication skills;

• good written Russian skills, as a large part of customer communication is in Russian;

• willingness to work on-site in the office;

• independent, reliable and responsible working style;

• confident use of spreadsheets and digital work systems;

• ability to build processes instead of only following existing instructions.

Nice to Have

• Experience building a department, function or process from scratch;

• experience with claims, complaints, compensation cases or dispute resolution;

• experience in international logistics;

• understanding of warehouse, courier or transportation processes;

• German language skills;

• English language skills;

• experience with CRM, ticketing or helpdesk systems;

• experience preparing internal guidelines, reports, templates or KPI structures.

What Is Especially Important to Us

This role requires structure, initiative and a strong sense of responsibility.

We are not looking for someone who waits for ready-made instructions. We are looking for someone who can think proactively and build a working system.

It is important for us that you can answer questions such as:

• How should a Quality department work?

• Which cases should be handled by Quality?

• Who is responsible for what internally?

• Which deadlines are realistic and necessary?

• When should a case be escalated?

• How should the result be documented?

• Which problems are recurring?

• Which processes need to be improved?

Our goal is not only to resolve individual customer cases, but also to identify the root causes of recurring issues and improve the service in a sustainable way.

What We Offer

• A responsible role in an international logistics company;

• the opportunity to actively build the Quality Management function at BPD Express;

• direct impact on service quality and customer satisfaction;

• an operational role with visible results;

• close cooperation with management, Customer Service, Logistics and Warehouse teams;

• the opportunity to create processes that will be used long-term within the company;

• on-site office work;

• clear responsibilities, a high level of ownership and room to shape the role.

Work Format

Location: Büttelborn, Germany
Company: BPD Express GmbH & Co. KG
Department: Quality Management / Claims / Customer Experience / Process Management
Work format: on-site office work only
Remote or hybrid work: not available
Employment type: to be discussed individually

This position requires regular presence in the office, as process development, coordination with internal departments and operational case control are closely connected to on-site teamwork.

How to Apply

Please send your application or a short introduction by email to:

careers@bpd-express.de

Email subject:
Quality Manager BPD Express

Please include the following information in your message:

• your city of residence;

• your previous work experience;

• your current employment situation;

• your language skills;

• whether you have experience with claims, complaints, customer service or logistics;

• whether you have built processes, structures or workflows before;

• which CRM, helpdesk systems or spreadsheets you have worked with;

• why you are interested in this role at BPD Express.

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

Frequently Asked Questions

Is this a classic customer service position?

No. This role goes far beyond standard customer service. It is not only about handling customer requests, but about building a structured Quality Management process with workflows, deadlines, escalation rules, templates, documentation and reporting.

Do I need to build processes myself?

Yes. This is one of the key responsibilities of the role. We are looking for a person who can create structure and not only work according to existing instructions.

Is remote work possible?

No. This position is office-based only. On-site presence is required to build processes and work closely with internal departments.

Is logistics experience required?

Logistics experience is a strong advantage, but it is not the only requirement. More important are experience with customer cases, complaints, process structuring, documentation and quality control.

Which qualities are most important?

Structured thinking, independence, accuracy, professional communication, resilience in difficult customer situations and the ability to drive processes through to completion.

Who is this position not suitable for?

This position is not suitable for people who want to work only according to ready-made instructions, do not want to take responsibility for building processes, do not like dealing with complex cases or are looking for a remote position.

Short Description for the Vacancy List

Quality Manager / Quality Process Manager at BPD Express (m/f/d)
Quality Management / Claims / Customer Experience

BPD Express is looking for a structured and independent professional who can build the Quality Management function with clear processes, escalation rules, deadlines, templates, documentation and reporting.

The role includes handling complex customer cases, complaints and claims, as well as analyzing recurring issues to improve service quality in a sustainable way.

Work format: on-site office work only
Location: Büttelborn, Germany