Executive - Complaints

The Executive Complaints role is responsible for managing and overseeing customer complaints to ensure they are addressed and resolved promptly. This position requires close collaboration with various departments including Production, Quality Control/Quality Assurance (QC/QA), Supply Chain Management (SCM), Reposition Store, Customer Service, Sales, and Site Teams. The primary focus is to facilitate effective complaint resolution by coordinating activities, monitoring progress, and maintaining clear communication among all stakeholders.

Key Responsibilities

- Coordinate customer complaints with relevant departments to ensure timely and effective resolution.
- Monitor all complaint rectification activities from initiation through to closure.
- Liaise with SCM and Reposition Store to arrange necessary materials for complaint rectification.
- Follow up with Production teams regarding complaint-related tasks and any outstanding requirements.
- Provide technical support during the complaint resolution and rectification process.
- Track complaint status, including aging and overdue cases, and escalate critical issues as needed.
- Maintain accurate records, documentation, and status updates related to complaints.
- Manage communication regarding complaints with customers, site representatives, and internal teams.
- Conduct regular follow-ups on pending complaints and monitor progress toward resolution.
- 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 field.
- 2 to 3 years of relevant experience in complaint management or a related function.
- Strong coordination and follow-up skills to manage cross-functional activities effectively.
- Solid technical understanding to support complaint investigation and resolution.
- Excellent problem-solving abilities to identify root causes and implement corrective actions.
- 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 timely complaint closure.

This role offers the opportunity to work in a dynamic environment where attention to detail and proactive management of customer concerns are critical. Candidates with a technical background and a strong commitment to quality and customer satisfaction will find this position rewarding.