The Role
Manages customer complaints from intake through closure, coordinating with production, quality, sales, warehouse, supply chain, and regional teams. Responsibilities include root cause analysis, corrective and preventive actions, monitoring overdue and recurring complaints, trend analysis, stakeholder meetings, KPI reporting, and continuous improvement to enhance product quality and customer satisfaction.
Summary Generated by Built In
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
- 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
Benefits
- Medical Insurance
- Provident Fund
- EOBI
- Easy loan & advance facility
Skills Required
- 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
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The Company
What We Do
Interwood Mobel (Pvt) Ltd. is a leading Pakistani furniture manufacturer established in 1974, providing a comprehensive range of home, office, and commercial furnishing solutions, including kitchens, doors, and wardrobes.
