Manager-Customer complaints

3 weeks ago

Bengaluru, India Tejas Networks Full time

About Tejas Networks

Tejas Networks designs, develops and sells high-performance networking products to telecommunications service providers, internet service providers, utilities, defence and government entities in over 75 countries. Tejas products utilize programmable, software-defined hardware architecture with a common software code-base that delivers seamless upgrades of new features and technology standards.

Job Overview:

As the Manager of Customer Complaints & Field Returns, you will be responsible for overseeing the customer complaint handling and field return processes within our organization. You will lead a team and collaborate with cross-functional departments to ensure timely and effective resolution of customer complaints, as well as the efficient management of field returns. Your expertise in customer service, quality management, and problem-solving will be critical in maintaining customer satisfaction, driving product improvements, and optimizing after-sales processes.

Key Responsibilities:

Customer Complaint Management:

  • and implement a comprehensive customer complaint management process, ensuring timely resolution and customer satisfaction.
  • the investigation and analysis of customer complaints, identifying root causes, and implementing corrective and preventive actions.
  • with cross-functional teams, including Quality Assurance, Engineering, and Product Development, to address and resolve customer complaints effectively.
  • and report on key performance indicators (KPIs) related to customer complaints, tracking trends, and implementing continuous improvement initiatives.

Field Returns Management:

  • and implement field returns management procedures, ensuring efficient handling and disposition of returned products.
  • with cross-functional teams to determine the root causes of field returns and drive corrective actions.
  • the evaluation and disposition of returned products, managing repair, replacement, or refund processes as per company policies and customer agreements.
  • with Supply Chain and Manufacturing teams to minimize field returns through process improvements and product quality enhancements.

Customer Satisfaction and Communication:

  • effective communication and responsiveness to customers throughout the complaint and returns processes.
  • and maintain strong relationships with key customers and stakeholders, acting as the point of contact for escalated customer issues.
  • customer satisfaction surveys and analyze feedback to identify areas for improvement and drive customer-centric initiatives.
  • with Sales and Marketing teams to leverage customer feedback for product improvements and enhanced customer experiences.

Data Analysis and Reporting:

  • and analyze data related to customer complaints and field returns, generating reports and insights for management review.
  • trends, patterns, and recurring issues in customer feedback, highlighting opportunities for product and process improvements.
  • and present reports on customer complaints, returns, and resolution metrics to senior management and cross-functional teams.
  • data analytics tools and methodologies to gain actionable insights and drive continuous improvement initiatives.

Qualifications and Requirements:

  • degree in Business, Engineering, Quality Management, or a related field.
  • experience in customer complaint management, returns management, or related roles.
  • knowledge of customer service principles and best practices.
  • with quality management systems and problem-solving methodologies (e.g., Six Sigma, 8D).
  • analytical and problem-solving skills, with attention to detail and data-driven decision-making.
  • project management skills, with the ability to manage multiple projects and stakeholders concurrently.
  • communication and interpersonal skills, with the ability to effectively engage and influence stakeholders at various levels.
  • skills and the ability to manage and develop a team.
  • in data analysis and reporting tools.
  • with CRM systems and complaint management software is a plus.
  • of regulatory compliance standards and customer satisfaction measurement frameworks is desirable.

As the Manager of Customer Complaints & Field Returns, you will play a vital role in ensuring customer satisfaction, driving continuous improvement, and optimizing after-sales processes. If you are a customer-focused and results-oriented professional with a passion for quality management and problem-solving, we invite you to join our team and contribute to our company's success in delivering exceptional customer experiences and driving product improvements.

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