Quality-Executive -Helpdesk

Job Description

KEY RESPONSIBILITIES Accept / Process customer complaint orders and follow up the status of the order till the delivery. This involves:- Customer Point of Contact: Serve as the first point of contact for all customer-related issues and complaints. Proactive Liaison: Actively liaise with internal departments to identify the root cause of complaints and implement necessary actions to prevent recurrence. Replacement Process: Initiate the replacement process and ensure replacement orders are shipped within agreed working days to avoid escalations. Raw Material Follow-Up: In case of a raw materials shortage , follow up with the SCM team and keep the sales team and customers updated on revised dates. GPD Team Coordination: Collaborate with the GPD team for approvals on goods under tolerance. Daily Updates: Fill out daily FG comments, Open RMA comments, and check MDI on a daily basis. AWB Details: Share AWB details with customers once replacements are dispatched. Performance Metrics: Track and report relevant customer complaint resolution performance metrics. MDI Meeting Participation: Participate in daily MDI meetings and highlight major customer issues to prevent recurring complaints. Data Analysis: Identify major complaint areas and highlight them to the immediate manager with supporting data. Issue Escalation: Escalate critical matters to the immediate manager. Credit Notes and Invoices: Issue credit notes to customers when replacements are dispatched with a fresh invoice. Rejected Goods Management: Retrieve rejected goods from customers; usable items should be reserved in stock, while unusable items should be destroyed. Reviewing RMA pending report and closing on time Arranging credit note to the customer whenever requested. Any Graduate or Post Graduate Exp-1-3 Years