Key Responsibilities: Complaint Management: - Receive complaints through phone, email, website, GCS portals, social media, and sales channels. - Accurately log complaints into the complaint management system/database (GCS). - Gather complete information from customers to support investigations. - Classify complaints according to defined risk and severity categories. - Ensure all complaints receive a tracking number and are progressed within established timelines. - Coordinate with Legal team for all complaints related to legal or FSSAI. Investigation Coordination: - Coordinate investigations with Quality, Manufacturing, Engineering, and Supply Chain teams. - Follow up on investigation progress and ensure timely completion. - Collect evidence, product samples, photographs, and supporting documentation when required. - Support root cause analysis and corrective action activities. Customer Communication: - Maintain professional communication with customers throughout the complaint lifecycle. - Provide status updates and respond to customer inquiries. - Prepare response letters, emails, reimbursement documentation, and closure reports. - Ensure customer concerns are addressed respectfully and effectively. Escalation Management: - Escalate food safety, foreign material, illness, dental injury, regulatory, or critical complaints according to company procedures. - Coordinate urgent communications with Quality and Crisis Management teams when necessary. - Ensure high-risk complaints receive immediate attention and follow defined escalation protocols. Data Analysis & Reporting: - Track complaint trends by product, customer, cause category, and manufacturing site. - Prepare weekly and monthly complaint summaries and KPI reports. - Identify recurring issues and recommend improvement opportunities. - Support complaint reduction projects and continuous improvement initiatives. Compliance & Documentation: - Maintain accurate and confidential complaint records. - Ensure complaint handling complies with customer requirements, food safety standards, and company procedures. - Support audits and regulatory inspections related to complaint management. - Retain records according to document control requirements.

Gujarat

Assistant Manager - Customer Service - FMCG/Food Processing 

Job Description for Assistant Manager - Customer Service - FMCG/Food Processing  in Search Unicorn in  Gujarat for (4-10) years of experience. Apply Now!