Assistant Manager _ Customer Relationship Management
2 weeks ago
Job Overview:
The person will be responsible for managing customer complaints through the CRM system and independently coordinating activities related to Extended Producer Responsibility (EPR). This role requires strong organizational skills and the ability to manage distinct workflows efficiently to support customer satisfaction and regulatory compliance.
Key Responsibilities:
Customer Complaints & CRM Management
- Monitor, log, and resolve customer complaints using the CRM system, ensuring timely communication and follow-up.
- Liaise between customers and internal teams (customer service, sales, operations) to facilitate effective complaint resolution.
- Maintain accurate records of all customer interactions and complaint resolutions.
- Track complaint trends and escalate recurring or serious issues to management with actionable insights.
- Generate reports on complaint volumes, resolution times, and customer satisfaction metrics.
EPR Coordination
- Coordinate Extended Producer Responsibility (EPR) activities including product returns, recycling logistics, and compliance tracking.
- Serve as the point of contact for internal teams and external partners related to EPR processes.
- Maintain documentation and data related to EPR reporting requirements and deadlines.
- Support management in ensuring adherence to relevant EPR regulations and standards.
- Assist in developing and improving EPR workflows and communication channels.
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