Complaint Process Specialist

Overview

The Complaint Process Specialist (CPS) manages the end-to-end customer complaint handling process, ensuring accurate and timely processing in line with global standards and business requirements.

What you'll do

• Manage the full lifecycle of customer complaints across priority levels.
• Review complaint records for compliance with global business rules, policies, and service-level expectations.
• Analyze CRM complaint cases, Quality Notifications (QN), and complaint workflows to ensure data accuracy.
• Assign and monitor Immediate Measure Tasks for ownership and timely completion.
• Coordinate Root Cause Investigation (RCI) pre-planning and facilitate investigations.
• Monitor complaint performance metrics and generate aging reports and dashboards.
• Support process improvement, compliance activities, and standardization of complaint processes.

What you'll need

• Associate’s degree, Diploma, or Bachelor's degree in a STEM discipline.
• Relevant technical fields include Chemical Engineering, Mechanical Engineering, Industrial Engineering, Chemistry, or related areas.
• Relevant experience in manufacturing, plant operations, quality assurance, quality control, or related industrial environments.
• Experience working within quality management systems and operational excellence programs.
• Skills in complaint management/case resolution, root cause analysis, and data/performance reporting.
• Attention to detail and data accuracy.
• Verbal and written communication skills.

Details

• Location: Navi Mumbai (IND).
• No relocation is available for this position.