Assistant Manager Complaints

Interwood Mobel; 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 Mobel is seeking a results-driven professional to manage customer complaints, coordinate across Production, Quality, Sales, Warehouse, SCM, and regional teams, and drive RCA/CAPA initiatives to improve product quality and customer satisfaction.

The role requires a relevant engineering/quality degree and 3–5 years of experience in complaints management or quality assurance, with a focus on timely resolution and data-driven improvement.

Qualifications

• 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

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.

Skills

Complaint management

Quality assurance

Root cause analysis

CAPA implementation

Cross-functional coordination

Education

Engineering/Quality degree

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