Customer Care Cell (CCC) Manager

ABOUT YOUR ROLE

You will manage the customer claims on quality issues from customers and will also be responsible for managing of claim information to SFDC and complete the claim process with credit notes.

YOUR RESPONSIBILITIES WILL INCLUDE:

Customer Care Cell 

• Lead for customer claims on quality issues from customers.

• Lead for managing of claim information to the system and completing the claim process.

• Give a guideline to CCCand TS team on the complaint information to various functional departments within the company.

• Promote the investigation and improvement of various functional departments.

• Preparation of customer improvement reports. 

• Coordinate with the quality team for the quality complaint handling to improve the quality satisfaction of key customers.

• Manage material chain (the material incoming plan, Analysis material problem in process, claim back to supplier and follow up Credit note and scope the risk roll)

• Response to manufacturing technical inquiries in a proactive , timely and effective manner.

• Coordinate with the internal team to develop and improve the product's quality and serve with customer requirements.

Technical Support

• Provide Technical Support: Engage with converters and end users as requested by marketing /sales personnel . Gather Market Intelligence and Support the Sales Cycle ( included design a solution /troubleshooting to meet the customer's specific requirements)

• Troubleshooting and Problem Solving:  After sales service (hands-on troubleshooting) for product processing and end user functionality. Actively working with internal cross functional team members on quality issues and drive for closure with solutions and recommendations.

• Report Documentation: Technical Services Engineers are responsible for creating and maintaining technical documentation, such as  troubleshooting guides and r Corrective and Preventive Actions Reports (CAPA). This documentation helps both customers and other support staff to find solutions more efficiently.

• Collaboration with Internal Teams: Act as a liaison between customers and other internal teams, such as sales, product management and operation. Relay customer feedback and bug reports to the relevant teams to help improve the product.

• Customer Relationship Management: Build and maintain strong relationships with customers is a key part of the job. provide timely and accurate feedback, follow up with clients to ensure issues are resolved, and ensure a high level of customer satisfaction.

• Customer Care - Create an agenda focused on key metrics and improvements. Develop a standardized scorecard template for key account customers for consistency in reporting. Analyze scorecard data to identify trends and areas for improvement.

WHAT WE WILL BE LOOKING FOR IN YOU:

• Bachelor’s degree or equivalent preferred.

• 5-10 years experienced in QA field in Managing Customer Complains and Claims 

• Experience in paper/film/packaging industry is advantaged 

• Experience in an industrial environment

• Strong technical aptitude and analytical thinking

• General business process understanding, with a knowledge of the links between customers, production planning and manufacturing, and delivery

AVERY DENNISON IS AN EQUAL OPPORTUNITIES EMPLOYER.