Assistant Manager - Customer Service - FMCG/Food Processing

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.