Manager-Customer complaints

3 weeks ago

delhi, 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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