Lauritz Knudsen Electrical and Automation is a pioneering electrical and automation brand with a rich legacy of over 70 years in India.

We offer comprehensive portfolio of low-voltage switchgear, medium-voltage switchgear, automation solutions, software, and services catering to diverse segments, including homes, agriculture, buildings, infrastructure, and industry. JOB PURPOSE: Drive Complaint Management and Customer recovery to ensure timely and effective resolution of Customer concerns.

Strengthen processes, governance and systems, with a focus on root-cause analysis, preventive actions and continuous improvement to enhance Customer experience.

Position Title: Senior Manager QUALIFICATION & EXPERIENCE: B.E./B.TECH (MBA (Preferred)) EXPERIENCE: 5 - 8 years of experience in Customer Experience, Complaint Management or Customer service.

Experience in Complaint governance and Customer recovery.

Experience in CRM/Complaint Management platforms.

Manufacturing/B2B industry experience preferred KEY RESPONSIBILITIES: Complaint Process Excellence: Standardize and strengthen end-to-end Complaint Management process across businesses Define complaint lifecycle, TAT, escalation matrix and Governance process Define and establish Complaint Closure Quality Standards Complaint Management System Transformation: Drive enhancement of the complaint Management System to enable effective Complaint registration, assignment, tracking ,escalation and closure Drive workflow automation, system-based escalations and dashboards in collaboration with Digital team Ensure effective adoption and utilization of the Complaint Management system across relevant functions Complaints Operations & Customer Recovery:



Lead the end-to-end resolution of Sales Complaints by co ordinating with Sales and relevant business functions to ensure timely investigation, resolution and closure within defined TATs.

Own the end-to -end resolution of Senior Management Complaints, coordinating with the respective business functions to ensure timely resolution and closure.

Govern Customer dissatisfaction cases generated through NSS, CSAT / VOC channels and ensuring resolution within defined TAT by aligning with relevant stakeholders Ensure the adherence of resolution Quality standards Complaint Governance & Analytics: Monitor Complaint trends, ageing, critical escalations, senior Management escalations and TAT Compliance Establish and publish leadership dashboards for complaints governance through automated MIS/BI Tools Analyse Complaints trends, repeat complaints, Systemic issues across businesses Conduct Governance reviews and recommend corrective actions Continuous Improvement: Drive RCA and CAPA implementation with respective business functions Identify Systemic & recurring issues and drive Preventive Actions to reduce complaints recurrence Measure effectiveness of improvement initiatives and recommend further enhancements KEY PERFORMANCE INDICATORS: Sales Complaints Resolution within TAT Customer Dissatisfaction Alert Resolution within TAT Senior Management Complaints resolution within TAT Complaint Closure Quality & Customer Recovery Effectiveness Reduction in Complaint Rate (CPTO) Reduction in Repeat Complaints KEY COMPETENCIES: Complaint Management & Customer Recovery CRM/Complaint Management Systems RCA & CAPA Methodologies Escalation Management Data Analytics and Reporting Process design and improvement

📌 Senior Manager - Complaints & Customer Recovery (India)
🏢 Schneider Electric
📍 India