Assistant Manager Complaints

To ensure effective management and timely resolution of customer complaints through cross-functional coordination and continuous follow-up. The role focuses on identifying root causes, implementing corrective and preventive actions, minimizing recurring complaints, and improving overall product quality and customer satisfaction.

Responsibilities

Manage and monitor customer complaints to ensure timely resolution and closure within defined timelines
Coordinate with Production, Quality, Sales, Warehouse, SCM, and Regional Teams to resolve customer complaints effectively
Conduct and review Root Cause Analysis (RCA) and ensure implementation of Corrective and Preventive Actions (CAPA)
Monitor pending, overdue, and recurring complaints and ensure timely follow-up and escalation of critical cases
Analyze complaint trends and identify opportunities to reduce repeat complaints and improve product quality
Maintain accurate complaint records, track resolution progress, and prepare periodic MIS and KPI reports
Conduct regular complaint review meetings and coordinate with relevant stakeholders to address outstanding issues
Support continuous improvement initiatives to enhance complaint resolution efficiency and customer satisfaction

Requirements

Bachelor's or Master's degree in Engineering, Quality Management, Industrial Management, or a relevant technical field
Relevant 3 to 5 years of experience in complaints management, quality assurance, customer complaint resolution, or a related function

Benefits