Assistant Manager Complaints

Interwood; Lahore; On-site; PKR 900,000 - 1,500,000; Full time

Benefits offered by this job

Medical Insurance

Provident Fund

EOBI

Easy loan & advance facility

Job summary

Interwood in Pakistan is seeking a results-oriented professional to lead customer complaints management. You will coordinate cross-functionally to ensure timely resolution, identify root causes, and implement corrective actions to improve product quality and customer satisfaction.

The role requires 3–5 years in complaints management or quality assurance, with a strong focus on RCA/CAPA and data-driven MIS reporting.

Qualifications

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

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 RCA and ensure implementation of CAPA.
• Monitor pending, overdue, and recurring complaints and escalate critical cases.
• Analyze complaint trends and identify opportunities to reduce repeat complaints and improve product quality.
• Maintain complaint records, track resolution progress, and prepare periodic MIS and KPI reports.
• Conduct regular complaint review meetings and coordinate with stakeholders to address issues.
• Support continuous improvement initiatives to enhance complaint resolution efficiency and customer satisfaction.

Skills

Root Cause Analysis

CAPA

Complaint management

Quality assurance

Cross-functional coordination

Education

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

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.

• Bachelor's or Master's 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

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