SnapSeaarch is urgently hiring for the following vacancy for one of our clients from Chemicals industry.
Position Purpose:
The CSM AgChem Customer Complaints Lead role is the single point of contact for customers to raise any product, service or delivery related complaints, grievances or concerns. This role is responsible to effectively communicate & engage with the customers to acknowledge all complaints in a timely manner, monitor the corrective & preventive actions, proactively keep customers informed throughout the complaint resolution process and drive root-cause analysis & resolution so that complaints are not repeated & reduce over time.
Key Responsibilities
Strategic
- Ensure quickresolution of customer complaints, through proactive collaboration with relevant functional teams within agreed timelines.
- Analyze & report customer complaint trends, identify root-causes, support in preventive solution design and drive reduction in complaint occurrence
- Highlight risks & monitor potential customer complaints with an objective to minimize financial disruption & impact on customer relationships
- Drive immediate escalation of customer complaints to top leadership & support corrective & preventive action planning
Operational
- Drive resolution of all customer complaints while collaborating with all relevant stakeholders
- Serve as the single point of contact for customers to raise product, service or delivery related complaints and be responsible for investigation, resolution and reporting of all customer related complaints
- Liaise with customers on a regular basis& formally report on the level of complaint resolution
- Ensure detailed documentation of customer complaints, resolution plans and maintain a dashboard for timely reporting to the top management
- Escalate issues to leadership & respective functional heads in a timely manner
- Ensure all relevant internal & external stakeholders are proactively kept informed throughout the complaint resolution process
- Ensure all PI policies and procedures relating to customer complaint resolution are adhered to throughout the organization
- Ensure that all written communication with customers in matters of complaints is carried out as per the contractual specifications& leadership consent
People
- Participate in people management, team engagement, performance management activities and professional development programs as appropriate
- Inspire & motivate employees through demonstrated commitment to PI’s values, vision & mission and exemplifying effective leadership, initiative and persistence needed to accomplish goals and objectives
Education: M. SC in Analytical / Organic Chemistry/Life Sciences
Industry to be hired from: Reaction and Process based industry i.e. Pharmaceuticals/ Agrochemical / Fine Chemical
