Executive - Complaints

The Executive Complaints role is responsible for managing and overseeing customer complaints to ensure they are addressed promptly and effectively. This position requires close collaboration with multiple departments including Production, Quality Control/Quality Assurance (QC/QA), Supply Chain Management (SCM), Reposition Store, Customer Service, Sales, and Site Teams. The primary goal is to facilitate the resolution of complaints by coordinating activities, monitoring progress, and ensuring timely closure.

Key Responsibilities

- Coordinate customer complaints with relevant departments to ensure timely and efficient resolution.
- Monitor the entire complaint rectification process from initiation through to closure.
- Liaise with SCM and Reposition Store to arrange necessary materials for complaint resolution.
- Follow up with Production teams regarding complaint-related activities and any pending requirements.
- Provide technical support during the complaint investigation and rectification phases.
- Track complaint status, including aging and overdue cases, and escalate critical issues when necessary.
- Maintain accurate records and documentation of complaints, including status updates and resolution details.
- Facilitate communication related to complaints between customers, site representatives, and internal teams.
- Conduct regular follow-ups on outstanding complaints to monitor progress and ensure timely closure.
- Prepare performance reports on complaints, highlighting recurring issues and recommending areas for improvement.

Required Qualifications

- Bachelor’s degree in Engineering, Quality Management, Industrial Management, or a related technical discipline.
- 2 to 3 years of relevant experience in complaint handling, quality assurance, or a similar role.
- Strong coordination and follow-up skills to manage cross-functional activities effectively.
- Technical understanding to support complaint investigation and resolution.
- Excellent problem-solving abilities and attention to detail.
- Effective communication skills for interacting with internal teams and external customers.
- Proficient in documentation, reporting, and maintaining accurate records.
- Ability to collaborate across multiple departments to drive complaint resolution.

No preferred qualifications or benefits were specified for this role.