Customer Complaint Executive

Vashi Electricals; Bhiwandi; On-site; INR 420,000 - 600,000; Full time

Job summary

Vashi Integrated Solutions in Bhiwandi is hiring a Customer Complaint Executive to manage post-sales issues for B2B clients in the industrial supply space. You will be the single point of contact for complaints, log details in Salesforce with invoices and media, coordinate with warehouses, QC, finance, and logistics, and maintain clear customer communication while meeting SLA targets.

Strong ownership, empathy, and process discipline are essential to drive timely resolutions and customer

Qualifications

• Graduate in any discipline (preferred).
• 1-2 years of experience in customer support, complaint handling, or service operations.
• Experience in B2B environment or industrial products is an advantage.

Responsibilities

• Handle and own assigned complaints from start to closure.
• Log all details in Salesforce with invoices, photos, and emails.
• Coordinate with internal teams to drive resolution.
• Communicate status and timelines to customers professionally.
• Ensure SLA/TAT adherence and proper documentation.

Skills

Follow-up & coordination

Communication (written & verbal)

Customer empathy

B2B process understanding

Ownership & accountability

Multitasking

CRM systems (Salesforce)

Education

Graduate in any discipline

Tools

Salesforce CRM

Job description

Hiring for Customer Complaint Executive at Vashi Integrated Solutions

About Company:

Vashi Integrated Solutions is a well-established and prominent player in the electrical and industrial supply industry in India. Founded in 1978, Vashi Integrated Solutions has built a strong reputation for its comprehensive range of electrical products and solutions, catering to a diverse customer base that includes industrial, commercial, and residential sectors.

Job Description:

Customer Complaint Executive

Key Responsibilities:

1. Complaint Handling & Resolution

• Act as the single point of contact for assigned customer complaints until final closure.
• Ensure all complaints are logged accurately in Salesforce with complete documentation (invoice, photos, videos, emails).
• Follow up proactively with internal teams (Warehouse, QC, Commercial, Brand, Logistics, Finance) to drive resolution.
• Regularly update customers on status, progress, and next steps until closure.
• Ensure adherence to VISL's 30-day return policy and complaint handling SOP.
• Track and follow up on Credit Notes (CN), Free-of-Cost (FOC) replacements, or warranty-related actions with brands.
• Ensure replacement orders are raised and linked correctly to the complaint where applicable.

2. Coordination & Ownership

• Take full ownership of assigned complaints and avoid unnecessary handoffs.
• Clearly identify and tag the responsible department in Salesforce for each complaint.
• Escalate delays or roadblocks to Team Lead / Manager in line with the escalation matrix.
• Work closely with Relationship Managers to ensure alignment and correct customer communication.

3. Customer Communication

• Communicate with customers via email, phone, WhatsApp, or ticketing system in a professional and empathetic manner.
• Provide clear explanations of actions taken, expected timelines, and outcomes.
• Handle customer concerns with patience, empathy, and professionalism, even in high-pressure situations.

4. Process & Compliance

• Ensure complaints are closed only after proper resolution, not just system closure.
• Maintain accurate complaint status and notes in Salesforce at all stages.
• Follow defined SLA/TAT for acknowledgment, investigation, and closure.
• Flag repeat issues, process gaps, or policy deviations to the Team Lead.

5. Reporting & Continuous Improvement

• Maintain daily tracking of open, aging, and closed complaints.
• Share updates on delayed or high-risk complaints during daily/weekly reviews.
• Support audits and internal reviews by maintaining clean and complete case records.
• Contribute suggestions for process improvement based on recurring complaint patterns.

Key Performance Indicators(KPIs):

• Complaint Closure TAT adherence
• Percentage of complaints closed within SLA
• Number of reopened complaints
• Customer satisfaction feedback post-closure
• Accuracy of complaint documentation

Required Skills & Competencies:

• Strong follow-up and coordination skills
• Clear and professional written and verbal communication
• Ability to handle difficult customer conversations calmly
• Good understanding of B2B processes and order lifecycle
• High sense of ownership and accountability
• Ability to multitask and manage multiple complaints simultaneously
• Working knowledge of CRM systems (Salesforce preferred)

Educational Qualification & Experience:

• Graduate in any discipline (preferred)
• 1-2 years of experience in customer support, complaint handling, or service operations
• Experience in B2B environment or industrial products is an advantage

Location:

Bhiwandi

Vashi Integrated Solutions | Excellence Every Time