Description:

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 Wuerths 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 Wuerths 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 Wuerths 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 Wuerths sales processes, compliance norms, and documentation standards.

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

Qualifications & Experience:

- Bachelors 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.