Non-Technical Customer Support Specialist

Job Purpose
Responsible for managing and resolving all non-technical customer complaints, providing comprehensive support to HME customers, and coordinating with Sales, Logistics, and Finance functions to ensure efficient issue resolution and a positive customer experience.

Roles and Responsibilities

  • Follow-up the different HR documentation and any other administrative subjects needed for the Customer Support Team and finalizing it.
  • Contact the customers to issue, register and record the customer complaints (non-technical) and give the final feedback about the complaint if needed to ensure the customer satisfaction.
  • Prepare the different reports needed for ISO management system and conforming to its requirements. And handling different requirements needed for ISO audits to assure zero non-conformities results.
  • Monitor closely the customer satisfaction through direct contact, continuous visits in cooperation with the function of Domestic sales and export, propose to implement corrective also prevent actions where necessary through effective internal reporting system.
  • Arrange samples testing whenever needed with technical entities (EOS, HBRC and other technical entities).
  • Generate solutions for any non-technical complains through systematic approach (complain receiving, preliminary investigation, escalation with the Quality Control and Production if needed) until reaching the problem is solved and customer satisfaction is ensured.
  • Participate or lead ad-hoc projects that may go beyond formal accountabilities to satisfy and respond accordingly to business needs.
  • Manage Health & Safety process and procedures to achieve the company ambition of ‘0 Lost Time Injuries’ and to continuously improve the company's Health & Safety performance

Job Qualifications 
Education

  • Bachelor’s degree in business administration, Customer Service Management, Marketing, Quality Management, or a related field.
  • Experience working with ISO Management Systems and customer complaint handling processes is preferred.
  • Background in manufacturing, construction materials, or industrial sectors is an advantage.

Experience

  • Minimum 1-2 years of experience in Customer Support, Customer Service, Quality Systems, Administration, or a similar role.

Technical Skills

  • Strong knowledge of customer complaint management processes and customer satisfaction measurement techniques.
  • Understanding of ISO Management Systems requirements, documentation, audit preparation, and compliance processes.
  • Ability to investigate and resolve customer issues using structured problem-solving methodologies.
  • Experience in preparing reports, maintaining records, and managing administrative documentation.
  • Familiarity with coordinating product testing and liaising with external technical and certification bodies.
  • Proficiency in Microsoft Office applications, particularly Excel, Word, and PowerPoint.
  • Ability to analyze customer feedback and identify corrective and preventive actions.
  • Excellent verbal and written communication skills.
  • Strong customer service orientation with the ability to handle customer concerns professionally and effectively.
  • Ability to build positive relationships with customers and internal stakeholders.

Interested to apply?
Send your CV to vacancies@heidelbergmaterials.com, email subject: Non-Technical Customer Specialist.
Deadline: Thursday, 8th of October 2026.