Assistant Manager - Customer Service

In every role, McCainers are ambitious, curious, and passionate about creating exceptional work experiences - together. With a customer-first mindset, we make doing business with McCain easy.

About the role.

The Assistant Manager - Customer Service serves as the primary point of contact for customer complaints, ensuring timely receipt, documentation, investigation, resolution, and closure while maintaining a high level of customer satisfaction. This role works closely with Quality, Manufacturing, Supply Chain, Sales, Regulatory, and Legal teams to drive effective complaint management, identify root causes, implement corrective actions, and support continuous improvement across the business.

What youll be doing.

• Receive and manage customer complaints through multiple channels including phone, email, website, social media, sales teams, and complaint management platforms.
• Accurately record, classify, track, and monitor complaints to ensure timely resolution within defined service levels.
• Coordinate investigations with Quality, Manufacturing, Engineering, Supply Chain, and other cross-functional teams.
• Gather supporting evidence, product samples, photographs, and documentation to facilitate investigations and root cause analysis.
• Maintain proactive communication with customers throughout the complaint lifecycle and provide regular status updates.
• Prepare customer correspondence, reimbursement documentation, complaint summaries, and closure reports.
• Manage and escalate critical complaints involving food safety, regulatory concerns, foreign materials, illness, or other high-risk issues in accordance with company procedures.
• Analyze complaint trends, prepare KPI reports, and identify opportunities to reduce recurring customer issues.
• Ensure complaint management processes comply with customer requirements, food safety standards, regulatory expectations, and company procedures.
• Support audits, inspections, continuous improvement initiatives, and complaint reduction projects.

What youll need to be successful.

• Bachelor's degree in Food Technology, Food Science, Quality Assurance, or a related discipline.
• 4-5 years of experience in customer service, customer complaints, quality assurance, food manufacturing, or a related field.
• Experience working with complaint management systems, CRM platforms, or ERP systems.
• Strong verbal and written communication skills.
• Excellent customer focus and stakeholder management capability.
• Demonstrated problem-solving, root cause analysis, and conflict resolution skills.
• Strong analytical skills with the ability to interpret data and identify trends.
• Effective time management and prioritization skills.
• Working knowledge of food safety and quality systems such as HACCP, GMP, BRCGS, and FSSC 22000 is preferred.

About the team.

This role is part of the Food Safety & Quality team and reports to the Assistant Manager - QA, with overall leadership support from the Director, FSQ India. The position collaborates closely with Quality, Manufacturing, Supply Chain, Sales, Regulatory, Legal, and Customer Service stakeholders to ensure a consistent and customer-focused complaint management process. The role does not have direct reports.

About McCain.

Click Here to learn more about McCain and how we provide opportunities to make an impact that matters.

Leadership principles.

At McCain, our leadership principles guide how we engage with customers, collaborate as a team, and achieve success. We focus on understanding customer needs, driving innovation, empowering people, and taking ownership to clear obstacles and deliver results.

AI & Digital Capabilities.

At McCain, AI and digital capabilities are part of how we work and innovate. We value curiosity toward emerging technologies and the thoughtful, responsible use of AI-enabled tools to improve outcomes as part of our future-ready culture.

The McCain experience.

We are McCain. This statement is a testament to our collective strength and our individual value. Your contributions play a vital role in our success. Our winning culture is rooted in authenticity and trust, empowering us to bring out the best in one another. Here, youll find opportunities to learn, grow, and thrive. Join us and experience why were better together.

Our purpose is grounded in building meaningful relationships. We’re big believers in the power of working together in person—it helps us stay connected, collaborate more effectively, and grow as a team. At the same time, we recognize the importance of flexibility. Most office-based roles follow a hybrid model, with the option to work remotely two days a week. There may be exceptions depending on the role and location, so we encourage you to speak with your recruiter for more details