Lead - Customer Complaint Management
Date: 24 Jun 2025
Location: Thane, MH, IN, 400610
Company: RPG Group
| AREAS OF RESPONSIBILITY | % TIME ALLOCATED | MEASUREMENT CRITERIA | |
| 1 | Quality business planning | ||
| Development of Key Customer complaint parameters, Develop tracking mechanism for Customer complaints, Bring clarity in definition of Customer complaints, |
20% | No of customer complaints | |
| 2 | Quality management | ||
| Conduct follow up audits for complaints countermeasures effectiveness, Facilitate communication with subject Customer & Plant QA, Track progress of satisfactory resolution of Customer complaints, Ensure regular review & escalations on complaint's dissatisfactory resolution, Ensure standardisation & correctness of 8D of each complaint, Help PQMs to prepare needful customer complaint data ppts in the plants, & support plants during the customer audits Ensure updation of customer complaint data & provide needful MIS. |
60% | TAT for customer complaint resolution, | |
| 3 | Driving Business Excellence | ||
| Co-ordinate with plant for C-Sat action plannning & its progress tracking | 15% | No. of Customer Connects, C-Sat action milestones adherance |
|
| 4 | People Management | ||
| Engage with Production, Maintenance,Plant quality, Supply chain , engineering teams; ; Challenge the teams for their correct complaint resolution data; Communicate complaint data to & from plants and senior management (Excom & Opcom) |
5% | -- | |
