Complaint Process Specialist

Dow; Mumbai; On-site; INR 1,000,000 - 1,400,000; Full time

Benefits offered by this job

Equitable and market-competitive base

Bonus opportunity

Robust medical and life insurance

Employee stock purchase programs

Job summary

Dow India is seeking a Complaint Process Specialist to manage end-to-end complaint handling, ensuring accuracy and compliance with global standards. You will work across Customer Service, Quality, Operations and other stakeholders to drive timely resolution and improve customer experience.

The role requires strong analytical ability, attention to detail, and the capacity to manage multiple priorities while driving accountability.

Qualifications

• Associate’s degree, Diploma, or Bachelor’s in STEM field or related technical discipline.
• Relevant experience in manufacturing, plant operations, quality assurance, or related industrial environments.
• Experience with quality management systems and operational excellence programs.

Responsibilities

• Manage end-to-end complaint lifecycle across priority levels.
• Ensure compliance with global rules, policies, and SLAs.
• Analyze CRM cases and Quality Notifications for data integrity.
• Coordinate investigation planning and root cause analysis.
• Escalate aging or unresolved complaints to leaders as needed.
• Support documentation and closure of complaint records.
• Collaborate with cross-functional teams to resolve issues.
• Monitor performance metrics and generate reports.

Skills

Complaint Management

Root Cause Analysis

Quality Management Systems

CRM Systems

Data Analysis

Process Improvement

Stakeholder Management

Escalation Management

Customer Experience

Attention to Detail

Time Management

Verbal and Written Communication

Education

Bachelor’s degree in STEM

Tools

CRM Software

Quality Management Systems (QMS) software

Job description

At Dow, we believe in putting people first and we’re passionate about delivering integrity, respect and safety to our customers, our employees and the planet. Our people are at the heart of our solutions. They reflect the communities we live in and the world where we do business. Their diversity is our strength. We’re a community of relentless problem solvers that offers the daily opportunity to contribute with your perspective, transform industries and shape the future. Our purpose is simple - to deliver a sustainable future for the world through science and collaboration. If you’re looking for a challenge and meaningful role, you’re in the right place.

About you on this role

The Complaint Process Specialist (CPS) is responsible for managing the end-to-end complaint handling process, ensuring customer complaints are processed accurately, efficiently, and in compliance with global standards and business requirements. This role serves as a key liaison between Customer Service, Quality, Operations, and other functional stakeholders to drive timely complaint resolution, improve customer experience, and support continuous process improvement. The ideal candidate is highly analytical, detail-oriented, and skilled at managing multiple priorities while driving accountability across cross-functional teams. You will play a critical role in ensuring complaint data integrity, facilitating investigations, monitoring performance metrics, and supporting quality and customer satisfaction objectives.

Responsibilities

• Complaint Management & Resolution Manage the complete lifecycle of customer complaints across all priority levels, ensuring timely and accurate processing.
• Review complaint records for compliance with global business rules, policies, and service-level expectations.
• Analyze CRM complaint cases, Quality Notifications (QN), and complaint workflows to ensure data accuracy and process adherence.
• Assign and monitor Immediate Measure Tasks, ensuring appropriate ownership and timely completion.
• Coordinate Root Cause Investigation (RCI) pre-planning sessions and facilitate complaint investigations.
• Escalate unresolved or aging complaints to the appropriate stakeholders and leadership when required.
• Ensure complaint closure requirements are met and all supporting documentation is complete and accurate.
• Represent the complaint management process during customer discussions and complex complaint review meetings when necessary.
• Stakeholder Collaboration Partner with Customer Service Representatives, Quality Champions, Customer Care Centers, Receivable Specialists, and other functional teams to support complaint resolution.
• Challenge stakeholders on data quality, response timelines, and accountability for complaint management activities.
• Manage functional or regional complaint-related mailboxes as applicable.
• Support customer communication activities and maintain strong internal collaboration throughout complaint investigations.
• Analytics & Reporting Monitor complaint performance metrics, service levels, and key process indicators.
• Support trend analysis, performance reporting, and identification of improvement opportunities.
• Generate complaint aging reports, past-due reviews, and management dashboards.
• Present complaint trends and key findings to business and functional stakeholders.
• Process Improvement & Compliance Participate in quality audits, process reviews, and compliance activities.
• Support standardization and alignment of regional and business complaint processes with global requirements.
• Identify opportunities for process optimization, efficiency improvements, and enhanced customer experience.
• Assist with knowledge sharing, best-practice implementation, and continuous improvement initiatives.
• Operational Support Provide backup support for CAMP Process Specialists during vacation coverage or peak workload periods.
• Support special projects and business initiatives related to complaint management and customer quality processes.

Qualifications

• Associate’s degree, Diploma, or Bachelor's Degree in a Science, Technology, Engineering, or Mathematics (STEM) discipline. Chemical Engineering, Mechanical Engineering, Industrial Engineering, Chemistry, or a related technical discipline.
• Relevant experience in manufacturing, plant operations, quality assurance, quality control, or related industrial environments.
• Experience working within quality management systems and operational excellence programs.

Your Skills

• Complaint Management & Case Resolution
• Root Cause Analysis & Problem Solving
• Quality Management Systems (QMS)
• CRM & Complaint Tracking Systems
• Data Analysis & Performance Reporting
• Process Improvement & Continuous Improvement
• Stakeholder Management & Cross-Functional Collaboration
• Escalation Management & Issue Resolution
• Customer Experience (CX) Focus
• Attention to Detail & Data Accuracy
• Time Management & Prioritization
• Verbal and Written Communication Skills

Additional Notes

No relocation is available in this position.

Benefits – What Dow offers you

• Equitable and market-competitive base pay and bonus opportunity across our global markets, along with locally relevant incentives.
• Benefits and programs to support your physical, mental, financial, and social well-being, to help you get the care you need...when you need it.
• Competitive retirement program that may include company-provided benefits, savings opportunities, financial planning, and educational resources to help you achieve your long term financial-goals.
• Employee stock purchase programs (availability varies depending on location).
• Student Debt Retirement Savings Match Program (U.S. only).
• Dow will take the value of monthly student debt payments and apply them as if they are contributions to the Employees’ Savings Plan (401(k)), helping employees reach the Company match.
• Robust medical and life insurance packages that offer a variety of coverage options to meet your individual needs.
• Travel insurance is also available in certain countries/locations.
• Opportunities to learn and grow through training and mentoring, work experiences, community involvement and team building.
• Workplace culture empowering role-based flexibility to maximize personal productivity and balance personal needs.
• Competitive yearly vacation allowance.
• Paid time off for new parents (birthing and non-birthing, including adoptive and foster parents).
• Paid time off to care for family members who are sick or injured.
• Paid time off to support volunteering and Employee Resource Group’s (ERG) participation.
• Wellbeing Portal for all Dow employees, our one-stop shop to promote wellbeing, empowering employees to take ownership of their entire wellbeing journey.
• On-site fitness facilities to help stay healthy and active (availability varies depending on location).
• Employee discounts for online shopping, cinema tickets, gym memberships and more.
• Additionally, some of our locations might offer:
• Transportation allowance (availability varies depending on location) Meal subsidiaries/vouchers (availability varies depending on location) Carbon-neutral transportation incentives e.g. bike to work (availability varies depending on location)

About Dow Chemical International Pvt Ltd

Dow Chemical International Pvt Ltd Dow Chemical International Private Limited (Dow India) aims to be the most innovative, sustainable, inclusive customer-centric materials science company. The company is committed to delivering the right solutions to its customers’ challenges. With broadest technology sets spanning performance materials, industrial intermediates, and plastics Dow India delivers differentiated science-based products and solutions in high-growth segments, such as packaging, infrastructure, automobile, and consumer care.

A Great Place to Work® Certified company with approximately over 1000 employees, its operations comprise of manufacturing sites, innovation center, established centers of excellence, and commercial office.

As a responsible corporate, the company supports its Corporate Social Responsibility (program) with technology expertise and employee volunteerism. Dow India works with non-profit partners towards the empowerment of differently abled, women, and children in communities where it operates. The company aims to redefine the societal blueprint, by supporting holistic sustainability and circular economy initiatives.

As part of our dedication to inclusion, Dow is committed to equal opportunities in employment. We encourage every employee to bring their whole self to work each day to not only deliver more value, but also have a more fulfilling career. Further information regarding Dow's equal opportunities is available on www.dow.com.

Dow is a company of more than 36,500 global innovators, believers and solutions providers. We are a diverse community marked by respect, integrity, and a desire to make the world a better place. A career at Dow is an invitation to explore, create, and make valuable contributions to human progress.