Customer Complaint Executive

Hiring for Customer Complaint Executive at Vashi Integrated Solutions

About Company:

Vashi Integrated Solutions is a well-established and prominent player in the electrical and industrial supply industry in India. Founded in 1978, Vashi Integrated Solutions has built a strong reputation for its comprehensive range of electrical products and solutions, catering to a diverse customer base that includes industrial, commercial, and residential sectors.

Job Description: Customer Complaint Executive

Key Responsibilities:

1. Complaint Handling & Resolution

• Act as the single point of contact for assigned customer complaints until final closure.
• Ensure all complaints are logged accurately in Salesforce with complete documentation (invoice, photos, videos, emails).
• Follow up proactively with internal teams (Warehouse, QC, Commercial, Brand, Logistics, Finance) to drive resolution.
• Regularly update customers on status, progress, and next steps until closure.
• Ensure adherence to VISL's 30-day return policy and complaint handling SOP.
• Track and follow up on Credit Notes (CN), Free-of-Cost (FOC) replacements, or warranty-related actions with brands.
• Ensure replacement orders are raised and linked correctly to the complaint where applicable.

2. Coordination & Ownership

• Take full ownership of assigned complaints and avoid unnecessary handoffs.
• Clearly identify and tag the responsible department in Salesforce for each complaint.
• Escalate delays or roadblocks to Team Lead / Manager in line with the escalation matrix.
• Work closely with Relationship Managers to ensure alignment and correct customer communication.

3. Customer Communication

• Communicate with customers via email, phone, WhatsApp, or ticketing system in a professional and empathetic manner.
• Provide clear explanations of actions taken, expected timelines, and outcomes.
• Handle customer concerns with patience, empathy, and professionalism, even in high-pressure situations.

4. Process & Compliance

• Ensure complaints are closed only after proper resolution, not just system closure.
• Maintain accurate complaint status and notes in Salesforce at all stages.
• Follow defined SLA/TAT for acknowledgment, investigation, and closure.
• Flag repeat issues, process gaps, or policy deviations to the Team Lead.

5. Reporting & Continuous Improvement

• Maintain daily tracking of open, aging, and closed complaints.
• Share updates on delayed or high-risk complaints during daily/weekly reviews.
• Support audits and internal reviews by maintaining clean and complete case records.
• Contribute suggestions for process improvement based on recurring complaint patterns.

Key Performance Indicators(KPIs):

• Complaint Closure TAT adherence
• Percentage of complaints closed within SLA
• Number of reopened complaints
• Customer satisfaction feedback post-closure
• Accuracy of complaint documentation

Required Skills & Competencies:

• Strong follow-up and coordination skills
• Clear and professional written and verbal communication
• Ability to handle difficult customer conversations calmly
• Good understanding of B2B processes and order lifecycle
• High sense of ownership and accountability
• Ability to multitask and manage multiple complaints simultaneously
• Working knowledge of CRM systems (Salesforce preferred)

Educational Qualification & Experience:

• Graduate in any discipline (preferred)
• 1-2 years of experience in customer support, complaint handling, or service operations
• Experience in B2B environment or industrial products is an advantage

Location: Bhiwandi

Vashi Integrated Solutions | Excellence Every Time