Complaint & Improvement Investigator

About the role:

As a Complaint & Improvement Investigator, you play a key role in turning customer dissatisfaction into meaningful improvements. You are responsible for investigating customer complaints end‑to‑end: understanding what went wrong, identifying root causes, coordinating corrective actions, and providing clear, fact‑based feedback to customers.
You work closely with Sales, Customer Care, Logistics, Finance, and other departments to ensure complaints are handled accurately, transparently, and on time. You see complaints not as problems, but as valuable signals that help improve processes, service quality, and customer experience. This role is ideal for someone who is curious, eager to learn commercial processes, and able to explain complex topics in a simple and customer‑friendly way.

Key responsibilities:

• Investigate assigned customer complaints in Salesforce within agreed timelines.
• Gather, validate, and analyze all information required to understand the complaint.
• Identify root causes and coordinate corrective actions with responsible departments.
• Perform detailed root cause analysis for customer care-related complaints.
• Prepare clear, fact‑based responses and communicate feedback to customers.
• Align complaint outcomes with Customer Care and Sales teams.
• Monitor and follow up on customer feedback and corrective actions.
• Support continuous improvement initiatives to prevent complaint recurrence.
• Monitor invoice delivery via third‑party platforms and resolve delivery issues.
• Prepare and maintain regular complaint and performance reports for stakeholders.

About you:

• Bachelor’s or Master’s degree in business, logistics, languages, or a related field.
• Fluent English (C1), Dutch is a strong advantage.
• Experience working with ERP (SAP) and CRM systems (Salesforce).
• Strong analytical skills and ability to identify root causes.
• Customer‑focused mindset with a service‑oriented approach.
• Clear communicator, able to explain complex issues in simple terms.
• Proactive, curious, and eager to learn end‑to‑end commercial processes.
• Comfortable working with multiple stakeholders across EMEA.

We offer:

• Employment on a regular basis in the sweetest company in the world.
• Annual bonus based on your work results.
• Lunch card to be used for groceries and restaurants.
• Private medical care in Lux Med (basic package fully financed by BC).
• Fit Profit sports card co-financed by BC.
• PPE: we care about your future, and we save money for your retirement.
• Cafeteria Program as a part of Social Fund.
• Group life insurance.
• Hybrid working model: min. 8 days in the office a month.
• As part of our work-life balance culture, we can start work between 7 am and 10 am.
• Free consultation with a lawyer once a quarter.
• Chocolate! Yes, surprising but we have chocolate in the office, for Christmas, BC’s Birthday, and many other occasions during the year.
• And if chocolate is still not enough, you can join one of our theme clubs, where together with other employees we develop our passions and interests.
• Daily delivery of fresh fruits and veggies to the office.
• You can purchase our sweet products with a special discount.
• Relax zone in the office and plenty of options to choose from: PlayStation 5, football table, pool table, Ping-Pong, library, table games, and massage chairs.
• Sport @work? Sure! We have treadmills and indoor exercise bikes with a laptop station.
• We like to party as much as we like chocolate! We have integration budgets we can use for team events.
• Forever Chocolate and Event Team: you can join them and have a real influence on social life in BC and CSR activities.