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 re

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