Complaint Process Specialist

Dow Chemical International Private Limited; Mumbai; On-site; INR 600,000 - 1,000,000; Full time

Job summary

Dow Chemical International Private Limited is seeking a Complaint Process Specialist in Mumbai to manage end-to-end complaint handling, ensuring accurate processing and global compliance. You will liaise with Customer Service, Quality, and Operations, driving timely resolution and data integrity across cross-functional teams.

The role emphasizes root-cause investigations, performance monitoring, and continuous improvement to enhance customer satisfaction and process efficiency.

Qualifications

• Associate degree, diploma, or bachelor’s in a STEM discipline (e.g., engineering, science).
• Experience in manufacturing, plant operations, quality assurance/control, or related industrial environments.
• Experience working within quality management systems and operational excellence programs.

Responsibilities

• Manage the complete lifecycle of customer complaints across priority levels with timely processing.
• Review complaint records for compliance with global rules, policies, and SLAs.
• Analyze CRM complaint cases, QN, and complaint workflows for data accuracy.
• Coordinate RCIs and pre-planning for investigations; escalate as needed.
• Ensure closure requirements and complete supporting documentation.
• Represent the process during customer discussions and review meetings.

Skills

Complaint Management Case Resolution

Root Cause Analysis Problem Solving

Quality Management Systems (QMS)

CRM Complaint Tracking Systems

Data Analysis Performance Reporting

Process Improvement ContinuousImprov

Stakeholder Management Cross-Functions

Escalation Management Issue Resolution

Customer Experience (CX) Focus

Education

STEM degree (associate/diploma/bachelor)

Tools

CRM Complaint Tracking Systems

Quality Management Systems (QMS)

Job description

Job Summary

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.

Role Overview

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 Bachelors 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

Additional Notes

• No relocation is available in this position.