Assistant Manager

Job Title: Asst. Manager – Customer Complaint Handling/Inside Sales

Role Overview:

The Assistant Manager – Complaint Handling and Inside Sales will lead and oversee all activities related to customer complaints, product quality issues, and service escalations. The role ensures timely resolution, root-cause analysis, process improvement, and customer satisfaction in alignment with Wuerth’s global quality standards. He/She will also lead the inside sales team responsible for generating sales opportunities, managing customer accounts remotely, and driving revenue growth. This role focuses on high-quality customer engagement, lead qualification, cross-selling, and order management in accordance with Wuerth’s sales strategy.

Key Responsibilities:

· Lead the end-to-end customer complaint handling process, ensuring adherence to internal quality and service protocols.

· Oversee complaint registration, categorization, investigation, and closure within defined turnaround times.

· Conduct detailed Root Cause Analysis (RCA) using tools such as 8D, Ishikawa, Pareto, and CAPA methodologies.

· Collaborate closely with Quality, Technical, Supply Chain, and Sales teams to resolve issues.

· Monitor and improve customer satisfaction metrics, including Net Promoter Score (NPS), by addressing complaints and enhancing service quality.

· Drive corrective and preventive actions to minimize recurring complaints.

· Prepare and deliver periodic reports on complaint trends, performance KPIs, and improvement plans.

· Facilitate customer communication regarding complaint status, investigation outcomes, and preventive actions.

· Support audits (internal, external, customer) related to customer quality and complaint handling processes.

· Achieve and maintain target NPS score as part of customer experience goals

· Contribute to continuous improvement initiatives aligned with Wuerth’s quality philosophy.

· Lead, mentor, and manage the inside sales team to achieve sales targets and productivity KPIs.

· Oversee lead generation, prospecting, qualification, and nurturing through phone, email, and digital channels.

· Drive customer re-activation initiatives to onboard new clients effectively and develop and execute activation campaigns.

· Collaborate with field sales teams to support pipeline development and conversion.

· Drive customer engagement through proactive communication regarding product offerings, pricing, promotions, and solutions.

· Maintain accurate customer data, sales activities, and opportunity tracking in CRM systems.

· Coordinate with Customer Service, Logistics, Technical Support, and Pricing teams for order fulfillment and customer satisfaction.

· Develop and optimize inside sales scripts, pitch guidelines, and customer-handling SOPs.

· Analyze sales data, forecast revenue, and generate performance reports.

· Identify cross-sell and upsell opportunities across the industrial product portfolio.

· Ensure adherence to Wuerth’s sales processes, compliance norms, and documentation standards.

· Support product trainings and skill development of the inside sales team.

Qualifications & Experience:

· Bachelor’s degree in business, Marketing, Engineering, or related field; MBA preferred.

· 6–10 years of experience in inside sales, tele-sales, customer account management, complaint handling, customer service, or business development.

· Experience in B2B industrial or manufacturing environments is highly desirable.

· Working knowledge of CRM systems and sales automation tools

· Expertise in RCA, CAPA, problem-solving tools, and customer communication.

Key Skills

· Strong sales and negotiation skills

· Strong analytical and problem-solving abilities

· Excellent communication and stakeholder management

· Attention to detail and process orientation

· Leadership and team management

· Ability to multitask in a fast-paced environment

· Customer-centric mindset