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,...etc)

-        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:

o   Customer service / customer care in logistics

o   Claims or returns management

o   Service level or customer support coordination

-        Systems & Process Experience

o   Practical experience using WMS / ERP / CRM systems

o   Experience working with KPIs, service dashboards, and reporting

o   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 www.horse-powertrain.com