Assistant Manager Customer Service
Location
Navi Mumbai | India
Job description
Description
The Customer Complaints and RCA (Root Cause Analysis) Specialist will be responsible for effectively handling customer complaints, conducting RCA at both customer and SKU levels, reconciling finance-related issues, preparing dashboards, and responding to audit queries. This role plays a pivotal role in enhancing customer satisfaction and operational efficiency.
Key Responsibilities:
1. Handling Customer Complaints:
- Receive and process customer complaints through various communication channels.
- Investigate and resolve complaints promptly and professionally.
- Ensure timely communication and follow-up with customers to address their concerns.
2. Shortage Mails for All Channels:
- Monitor and manage shortage emails for different sales channels (GT, MT, E-Com, EBO).
- Collaborate with relevant teams to address and rectify shortages.
3. Root Cause Analysis (RCA) - Customer Level:
- Conduct RCA for customer-level complaints and returns (RTV/RTO).
- Identify and address systemic issues to prevent future occurrences.
4. RCA - Shortages/Damage:
- Analyze and determine the root causes of product shortages and damages.
- Implement corrective actions to minimize shortages and damages in the supply chain.
5. RCA - RTV/RTO at SKU Level:**
- Investigate return-to-vendor (RTV) and return-to-origin (RTO) issues at SKU level.
- Collaborate with supply chain team to resolve product return issues efficiently.
6. RCA - Repeat Complaints
- Identify patterns of repeat complaints escalate the same with sales team and finance to address related issues.
- Ensure accurate closure of complaints and associated financial matters.
7. Finance Reconciliation:
- Reconciliation of shortage/CN/DN issued by customers, audits POD verification and closure.
- Vendor payment processing, reconciliation.
- Work closely with the finance team to reconcile financial discrepancies related to customer complaints and returns.
8. Handling Audit Related Queries:
- Respond to audit-related queries and provide necessary documentation and information as required.
9. Dashboard Preparation:
- Prepare regular dashboards to track and report key performance metrics related to complaints and RCA findings.
10. Sample Requests:
- Manage sample requests from various departments and ensure timely delivery.
Qualifications: - Masters's degree in business, supply chain management, B.Tech, or a related field (preferred).
- Proven experience in customer complaint handling, RCA, and finance reconciliation.
- Strong analytical and problem-solving skills.
- Excellent communication skills, both written and verbal.
- Proficiency in data analysis tools and software.
- Detail-oriented with a focus on process improvement.
- Ability to work independently and collaboratively within a team.
Job tags
Salary
