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