We are hiring Assistant Manager- Customer Service for a Leading FMCG Company

Location: Mehsana, Gujarat

Experience Required: 4+ Years

Budget: Upto 23 LPA

Qualification: Bachelors Degree in Food Technology, Food Science, or Quality Assurance

Employment Type: Full-Time

Industry: Food Manufacturing / FMCG / Food Quality

About the Role

We are looking for an experienced Assistant Manager- Customer Service to manage customer complaints from receipt to investigation, resolution, and closure. The role involves coordinating with Quality, Manufacturing, Engineering, Supply Chain, Sales, Legal, and Regulatory teams to ensure timely complaint resolution, maintain customer satisfaction, and support continuous improvement initiatives.

Key Responsibilities:

- Complaint Management: Receive, record, classify, track, and manage customer complaints received through phone, email, websites, social media, sales channels, and GCS portals.
- Investigation Coordination: Coordinate with Quality, Manufacturing, Engineering, and Supply Chain teams to investigate complaints and ensure timely resolution.
- Root Cause Analysis: Support root cause analysis and corrective actions to address recurring complaints and prevent future issues.
- Customer Communication: Communicate with customers throughout the complaint lifecycle, provide status updates, and prepare response letters, emails, reimbursement documents, and closure reports.
- Escalation Management:



Escalate critical complaints involving food safety, foreign materials, illness, dental injury, legal matters, or regulatory concerns as per company procedures.
- Data Analysis & Reporting: Track complaint trends and prepare weekly/monthly reports, dashboards, and KPI summaries.
- Compliance & Documentation: Maintain accurate and confidential complaint records and ensure compliance with customer requirements, food safety standards, and company procedures.
- Audit Support: Assist with audits and regulatory inspections related to complaint management.
- Continuous Improvement: Identify recurring issues, recommend process improvements, and support complaint reduction initiatives.

Candidate Profile:

- 4+ years of experience in Customer Service, Customer Complaint Management, Quality Assurance, or Food Manufacturing.
- Experience with complaint management systems, CRM platforms, or ERP systems is preferred.
- Knowledge of food safety and quality systems such as HACCP, GMP, BRCGS, or FSSC 22000 is an advantage.
- Strong verbal and written communication skills with a customer-focused approach.
- Positive analytical, problem-solving, conflict-resolution, and coordination skills.
- Strong attention to detail, documentation, time management, and prioritization.

For Further Assistance Call/ WhatsApp Priya: (phone hidden) Or Write us on [email protected]

📌 AM- Customer Service For a Leading FMCG Company in Mehsana
🏢 GIST Management Solutions
📍 Mehsana