Assistant Manager Complaints

Interwood Mobel (Pvt) Ltd.; Lahore; Presencial; PKR 900.000 - 1.500.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Medical Insurance

Provident Fund

EOBI

Easy loan & advance facility

Descripción de la vacante

Interwood Mobel (Pvt) Ltd. in Lahore is seeking a dedicated professional to manage customer complaints, drive timely resolutions, and coordinate with Production, Quality, Sales, Warehouse, SCM and regional teams.

The role focuses on root cause analysis, CAPA implementation, tracking trends, and preparing MIS and KPI reports to improve product quality and customer satisfaction.

Formación

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

Responsabilidades

• 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 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.

Educación

Bachelor's or Master's degree in Engineering/Quality Management/Industrial Management

Descripción del empleo

Job Description:

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:

• Bachelors or Masters 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:

• Medical Insurance
• Provident Fund
• EOBI
• Easy loan & advance facility