Campofrío Food Group is a leading European food company specializing in processed meat products, including cured hams, sausages, and poultry. Headquartered in Madrid with a major industrial hub in Burgos, the company operates as a subsidiary of the Mexican multinational Sigma Alimentos. It maintains a significant market presence across Europe and employs thousands of people in its production facilities and corporate offices.

In Spain, Campofrío is a household name with a vast industrial footprint across several regions, offering diverse opportunities in engineering, quality control, and supply chain management. For international professionals, the company provides a gateway into the European food industry, benefiting from its integration into Sigma's global network and its commitment to sustainability and digital transformation.

Founded in 1952 in Burgos by José Luis Ballvé, Campofrío grew to become the leader in the Spanish meat industry. In 2013, it was acquired by the Mexican multinational Sigma Alimentos, further expanding its international reach.

Customer Service Manager – Quality Department

Campofrío Food Group

This job was originally posted in Spanish and automatically translated to English. You'll most likely need Spanish to apply.

Requirements

4. Job Requirements
Education: University degree in Food Science and Technology, Veterinary Medicine, Biology, Chemistry, or equivalent
Experience: ≥ 3-5 years in food quality (industrial environment).
Proven experience in Complaint Management, Customer Relations, Audits (IFS / BRCGS)
Technical Knowledge:
• European food legislation: Regulation (EC) 178/2002 and Regulation (EU) 1169/2011
• Quality systems: IFS / BRCGS, HACCP
• Knowledge in: Industrial processes (meat sector preferred) and labeling and specifications
• Data and indicator management
Languages
• English: high level (essential)
• Other languages are a plus

At Sigma, we promote diversity, equality, and inclusion in all its dimensions: gender, age, origin, disability, sexual orientation, among others. Therefore, we welcome and celebrate individual differences, recognizing the unique value of each person. Consequently, this job offer is open to anyone who meets the required professional profile.

Job Description

%3Cp%3E%3Cstrong%3E%3Cu%3E1. Job Mission%3C/u%3E%3C/strong%3E%3Cbr%3ETo ensure excellence in customer service management within the quality system, leading the correct management of complaints, inquiries, and incidents, ensuring regulatory compliance, continuous improvement, and proper coordination between plants, the commercial area, and national and international customers.%3Cbr%3ETo act as a reference in the interpretation of customer requirements and in protecting the company's reputation from a quality and food safety perspective.%3C/p%3E%3Cp%3E%3Cstrong%3E%3Cu%3E2. Main Responsibilities%3C/u%3E%3C/strong%3E%3Cbr%3E%3Cstrong%3E2.1. Complaint Management and Voice of the Customer%3C/strong%3E%3Cbr%3E•%26nbsp;%26nbsp;%26nbsp;%26nbsp;Lead the complaint management system for customers and consumers.%3Cbr%3E•%26nbsp;%26nbsp;%26nbsp;%26nbsp;Ensure the correct analysis, classification, and treatment of incidents (including root cause analysis - RCA).%3Cbr%3E•%26nbsp;%26nbsp;%26nbsp;%26nbsp;Validate and approve technical responses to customers, guaranteeing rigor, consistency, and compliance with deadlines.%3Cbr%3E•%26nbsp;%26nbsp;%26nbsp;%26nbsp;Monitor trends (KPIs: complaints/ton, typology, severity, origin).%3Cbr%3E•%26nbsp;%26nbsp;%26nbsp;%26nbsp;Propose and drive corrective and preventive actions in coordination with plants.%3Cbr%3E%3Cstrong%3E2.2. Cross-functional Coordination%3C/strong%3E%3Cbr%3E•%26nbsp;%26nbsp;%26nbsp;%26nbsp;Act as the primary interlocutor with: Commercial Department, Production Plants, Quality Management, Strategic Customers%3Cbr%3E•%26nbsp;%26nbsp;%26nbsp;%26nbsp;Coordinate responses to international and export customers.%3Cbr%3E•%26nbsp;%26nbsp;%26nbsp;%26nbsp;Manage incidents with external managers%3C/p%3E%3Cp%3E%3Cstrong%3E2.3. Quality System Applied to the Customer%3C/strong%3E%3Cbr%3E•%26nbsp;%26nbsp;%26nbsp;%26nbsp;Integrate the voice of the customer into the Quality Management System.%3Cbr%3E•%26nbsp;%26nbsp;%26nbsp;%26nbsp;Ensure compliance with standards: IFS / BRCGS, applicable food legislation (Reg. 178/2002, 1169/2011, etc.)%3Cbr%3E•%26nbsp;%26nbsp;%26nbsp;%26nbsp;Coordinate technical documentation for customers: Technical sheets, Quality questionnaires, Specifications, Legal declarations%3Cbr%3E%3Cstrong%3E2.4. Indicator Management and Reporting%3C/strong%3E%3Cbr%3E•%26nbsp;%26nbsp;%26nbsp;%26nbsp;Define and control KPIs for the customer service area: Response time, % of complaints closed on time, Complaints by cause, Cost of non-quality associated with the customer%3Cbr%3E•%26nbsp;%26nbsp;%26nbsp;%26nbsp;Prepare executive reports for Management.%3Cbr%3E•%26nbsp;%26nbsp;%26nbsp;%26nbsp;Identify recurring risks and areas for improvement.%3Cbr%3E%3Cstrong%3E2.5. Continuous Improvement and Analysis%3C/strong%3E%3Cbr%3E•%26nbsp;%26nbsp;%26nbsp;%26nbsp;Lead trend analysis and recurrence studies.%3Cbr%3E•%26nbsp;%26nbsp;%26nbsp;%26nbsp;Drive improvement projects related to: Reduction of incidents, Improvement of production processes, Reduction of waste and shrinkage linked to complaints%3Cbr%3E•%26nbsp;%26nbsp;%26nbsp;%26nbsp;Integrate customer feedback into product development and innovation.%3Cbr%3E%3Cstrong%3E2.6. Audits and Compliance%3C/strong%3E%3Cbr%3E•%26nbsp;%26nbsp;%26nbsp;%26nbsp;Participate in internal and external audits regarding customer-related aspects.%3Cbr%3E•%26nbsp;%26nbsp;%26nbsp;%26nbsp;Ensure full traceability of complaints (auditable).%3Cbr%3E•%26nbsp;%26nbsp;%26nbsp;%26nbsp;Guarantee documentary compliance before customers and certification bodies.%3C/p%3E%3Cp%3E%3Cstrong%3E3. Key Operational Functions%3C/strong%3E%3Cbr%3E•%26nbsp;%26nbsp;%26nbsp;%26nbsp;Coordinate the customer service system at both plant and corporate levels.%3Cbr%3E•%26nbsp;%26nbsp;%26nbsp;%26nbsp;Supervise the correct use of incident management tools.%3Cbr%3E•%26nbsp;%26nbsp;%26nbsp;%26nbsp;Support plants in the preparation of technical responses.%3Cbr%3E•%26nbsp;%26nbsp;%26nbsp;%26nbsp;Centralize customer requests and ensure consistency in information.%3Cbr%3E•%26nbsp;%26nbsp;%26nbsp;%26nbsp;Manage complex inquiries or those with high reputational impact.%3Cbr%3E•%26nbsp;%26nbsp;%26nbsp;%26nbsp;Participate in the validation of product/process changes with customer impact.%3Cbr%3E%26nbsp;%3C/p%3E

View original advert (Spanish)

%3Cp%3E%3Cstrong%3E%3Cu%3E1. Misión del puesto%3C/u%3E%3C/strong%3E%3Cbr%3EGarantizar la excelencia en la gestión de la atención al cliente dentro del sistema de calidad, liderando la correcta gestión de reclamaciones, consultas e incidencias, asegurando el cumplimiento normativo, la mejora continua y la adecuada coordinación entre las plantas, el área comercial y los clientes nacionales e internacionales.%3Cbr%3EActuar como referente en la interpretación de requisitos de cliente y en la protección de la reputación de la compañía desde el punto de vista de calidad y seguridad alimentaria.%3C/p%3E%3Cp%3E%3Cstrong%3E%3Cu%3E2. Responsabilidades principales%3C/u%3E%3C/strong%3E%3Cbr%3E%3Cstrong%3E2.1. Gestión de reclamaciones y voz del cliente%3C/strong%3E%3Cbr%3E•%26nbsp;%26nbsp;%26nbsp;%26nbsp;Liderar el sistema de gestión de reclamaciones de clientes y consumidores.%3Cbr%3E•%26nbsp;%26nbsp;%26nbsp;%26nbsp;Asegurar el correcto análisis, clasificación y tratamiento de incidencias (incluyendo análisis de causa raíz - RAC).%3Cbr%3E•%26nbsp;%26nbsp;%26nbsp;%26nbsp;Validar y aprobar las respuestas técnicas a clientes, garantizando rigor, coherencia y cumplimiento de plazos.%3Cbr%3E•%26nbsp;%26nbsp;%26nbsp;%26nbsp;Monitorizar tendencias (KPIs: reclamaciones/tonelada, tipología, severidad, origen).%3Cbr%3E•%26nbsp;%26nbsp;%26nbsp;%26nbsp;Proponer e impulsar acciones correctivas y preventivas en coordinación con plantas.%3Cbr%3E%3Cstrong%3E2.2. Coordinación transversal%3C/strong%3E%3Cbr%3E•%26nbsp;%26nbsp;%26nbsp;%26nbsp;Actuar como interlocutor principal con: Departamento Comercial, Plantas productivas, Dirección de Calidad, Clientes estratégicos%3Cbr%3E•%26nbsp;%26nbsp;%26nbsp;%26nbsp;Coordinar respuestas a clientes internacionales y exportación.%3Cbr%3E•%26nbsp;%26nbsp;%26nbsp;%26nbsp;Gestionar incidencias con gestores externos%3C/p%3E%3Cp%3E%3Cstrong%3E2.3. Sistema de calidad aplicado a cliente%3C/strong%3E%3Cbr%3E•%26nbsp;%26nbsp;%26nbsp;%26nbsp;Integrar la voz del cliente en el Sistema de Gestión de Calidad.%3Cbr%3E•%26nbsp;%26nbsp;%26nbsp;%26nbsp;Asegurar el cumplimiento de estándares: IFS / BRCGS, Legislación alimentaria aplicable (Reg. 178/2002, 1169/2011, etc.)%3Cbr%3E•%26nbsp;%26nbsp;%26nbsp;%26nbsp;Coordinar la documentación técnica para clientes:Fichas técnicas, Cuestionarios de calidad, Especificaciones, Declaraciones legales%3Cbr%3E%3Cstrong%3E2.4. Gestión de indicadores y reporting%3C/strong%3E%3Cbr%3E•%26nbsp;%26nbsp;%26nbsp;%26nbsp;Definir y controlar KPIs del área de atención al cliente: Tiempo de respuesta, % reclamaciones cerradas en plazo, Reclamaciones por causa, Coste de no calidad asociado a cliente%3Cbr%3E•%26nbsp;%26nbsp;%26nbsp;%26nbsp;Elaborar informes ejecutivos para Dirección.%3Cbr%3E•%26nbsp;%26nbsp;%26nbsp;%26nbsp;Identificar riesgos recurrentes y áreas de mejora.%3Cbr%3E%3Cstrong%3E2.5. Mejora continua y análisis%3C/strong%3E%3Cbr%3E•%26nbsp;%26nbsp;%26nbsp;%26nbsp;Liderar análisis de tendencias y estudios de recurrencia.%3Cbr%3E•%26nbsp;%26nbsp;%26nbsp;%26nbsp;Impulsar proyectos de mejora relacionados con: Reducción de incidencias, Mejora de procesos productivos, Reducción de desperdicio y mermas vinculadas a reclamaciones%3Cbr%3E•%26nbsp;%26nbsp;%26nbsp;%26nbsp;Integrar feedback de cliente en desarrollo de producto e innovación.%3Cbr%3E%3Cstrong%3E2.6. Auditorías y cumplimiento%3C/strong%3E%3Cbr%3E•%26nbsp;%26nbsp;%26nbsp;%26nbsp;Participar en auditorías internas y externas en aspectos relacionados con cliente.%3Cbr%3E•%26nbsp;%26nbsp;%26nbsp;%26nbsp;Asegurar trazabilidad completa de reclamaciones (auditable).%3Cbr%3E•%26nbsp;%26nbsp;%26nbsp;%26nbsp;Garantizar cumplimiento documental ante clientes y organismos de certificación.%3C/p%3E%3Cp%3E%3Cstrong%3E3. Funciones operativas clave%3C/strong%3E%3Cbr%3E•%26nbsp;%26nbsp;%26nbsp;%26nbsp;Coordinar el sistema de atención al cliente a nivel planta y corporativo.%3Cbr%3E•%26nbsp;%26nbsp;%26nbsp;%26nbsp;Supervisar el correcto uso de herramientas de gestión de incidencias.%3Cbr%3E•%26nbsp;%26nbsp;%26nbsp;%26nbsp;Apoyar a plantas en la elaboración de respuestas técnicas.%3Cbr%3E•%26nbsp;%26nbsp;%26nbsp;%26nbsp;Centralizar las peticiones de clientes y asegurar coherencia en la información.%3Cbr%3E•%26nbsp;%26nbsp;%26nbsp;%26nbsp;Gestionar consultas complejas o de alto impacto reputacional.%3Cbr%3E•%26nbsp;%26nbsp;%26nbsp;%26nbsp;Participar en la validación de cambios de producto/proceso con impacto en cliente.%3Cbr%3E%26nbsp;%3C/p%3E

4. Requisitos del puesto
Formación: Titulación universitaria en Ciencia y Tecnología de los Alimentos, Veterinaria, Biología, Química o equivalente
Experiencia: ≥ 3-5 años en calidad alimentaria (entorno industrial).
Experiencia demostrada en Gestión de reclamaciones, Relación con clientes, Auditorías (IFS / BRCGS)
Conocimientos técnicos:
• Legislación alimentaria europea: Reglamento (CE) 178/2002 y reglamento (UE) 1169/2011
• Sistemas de calidad: IFS / BRCGS, APPCC
• Conocimientos en: Procesos industriales (preferible sector cárnico) y etiquetado y especificaciones
• Gestión de datos e indicadores
Idiomas
• Inglés: nivel alto (imprescindible)
• Valorable otros idiomas

En Sigma, impulsamos la diversidad, igualdad y la inclusión en todas sus dimensiones: género, edad, origen, discapacidad, orientación sexual, entre otros. Por elloacogemos y celebramos las diferencias individuales, reconociendo el valor único de cada persona. Por lo tanto a esta oferta de trabajo puede acceder cualquier persona que cumpla con el perfil profesional requerido.