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 ManagerQUALIFICATION & 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 preferredKEY RESPONSIBILITIES:Complaint Process Excellence:Standardize and strengthen end-to-end Complaint Management process across businesses Define complaint lifecycle, TAT, escalation matrix and Governance processDefine and establish Complaint Closure Quality StandardsComplaint Management System Transformation:Drive enhancement of the complaint Management System to enable effective Complaint registration, assignment, tracking ,escalation and closureDrive workflow automation, system-based escalations and dashboards in collaboration with Digital teamEnsure effective adoption and utilization of the Complaint Management system across relevant functionsComplaints 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 standardsComplaint Governance & Analytics:Monitor Complaint trends, ageing, critical escalations,



senior Management escalations and TAT ComplianceEstablish and publish leadership dashboards for complaints governance through automated MIS/BI Tools Analyse Complaints trends, repeat complaints, Systemic issues across businessesConduct Governance reviews and recommend corrective actionsContinuous 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 enhancementsKEY 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 ComplaintsKEY COMPETENCIES:Complaint Management & Customer RecoveryCRM/Complaint Management SystemsRCA & CAPA MethodologiesEscalation ManagementData Analytics and ReportingProcess design and improvementWhat's in it for me?Meaningful work where you directly impact customer satisfaction and business successSupportive team culture that values collaboration and continuous improvementGrowth opportunities with coaching, mentorship, and professional developmentFlexible work options designed to help you thriveBring your customer care expertise to a team that's ready to welcome you — apply today!Rewards designed for youOur Total Rewards is our way of saying: We see you and we value you. It’s more than just pay and perks—it’s a meaningful investment in you. It is designed to help you perform, grow, feel safe, and elevate your potential. The package helps you care for yourself and your family, plan your future, grow your skills and career, collaborate in an inclusive workplace, and contribute to your community. At Schneider Electric, we’re here for what matters most to you. Discover more at our Career Page.* Country-specific programs and initiatives may be available.Looking to make an IMPACT with your career?When you are thinking about joining a new team, culture matters. At Schneider Electric,



our values and behaviors are the foundation for creating a great culture to support business success. We believe that our IMPACT values – Inclusion, Mastery, Purpose, Action, Curiosity, Teamwork – starts with us.IMPACT is also your invitation to join Schneider Electric where you can contribute to turning sustainability ambition into actions, no matter what role you play. It is a call to connect your career with the ambition of achieving a more resilient, productive, and sustainable world.We are looking for IMPACT Makers; exceptional people who turn sustainability ambitions into actions at the intersection of automation, electrification, and digitization. We celebrate IMPACT Makers and believe everyone has the potential to be one.Become an IMPACT Maker with Schneider Electric – apply today!€40 billion global revenue+9% organic growth150 000+ employees in 100+ countriesYou must submit an online application to be considered for any position with us. This position will be posted until filled.Schneider Electric aspires to be the most inclusive and caring company in the world, by providing equitable opportunities to everyone, everywhere, and ensuring all employees feel uniquely valued and secure to contribute their best. We mirror the diversity of the communities in which we operate, and ‘inclusion’ is one of our core values. We believe our differences make us stronger as a company and as individuals and we are committed to championing inclusivity in everything we do. At Schneider Electric, we uphold the highest standards of ethics and compliance, and we believe that trust is a foundational value. Our Trust Charter is our Code of Conduct and demonstrates our commitment to ethics, safety, sustainability, quality and cybersecurity, underpinning every aspect of our business and our willingness to behave and respond respectfully and in positive faith to all our stakeholders. You can find out more about our Trust Charter here Schneider Electric is an Equal Opportunity Employer. It is our policy to provide equal employment and advancement opportunities in the areas of recruiting, hiring, training, transferring, and promoting all qualified individuals regardless of race, religion, color, gender, disability, national origin, ancestry, age, military status, sexual orientation, marital status, or any other legally protected characteristic or conduct.

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