Aftersales Manager
Actively Reviewing the ApplicationsPactech Solutions
India, Maharashtra, Mumbai
Full-Time
On-site
Posted 9 hours ago
•
Apply by April 30, 2026
Job Description
Job Purpose
To ensure customer satisfaction after delivery by managing service support, handling complaints, coordinating with production & logistics, and maintaining long-term customer relationships in the packaging business.
Key Responsibilities
- Act as the primary point of contact for customers after order execution and delivery
- Handle customer complaints related to quality, shortages, damages, delays, or specification mismatches
- Coordinate with production, quality, dispatch, and sales teams to resolve issues within agreed timelines
- Arrange replacements, credit notes, or corrective actions as per company policy
- Conduct root cause analysis for recurring issues and implement preventive measures
- Maintain detailed records of complaints, resolutions, and customer feedback
- Support sales team in customer retention, repeat orders, and upselling opportunities
- Monitor service KPIs such as complaint closure time, customer satisfaction, and repeat complaints
- Visit customer sites when required for issue resolution and relationship management
- Ensure compliance with industry standards, quality norms, and company SOPs
Skills & Competencies
- Strong understanding of packaging materials, processes, and quality parameters
- Excellent communication and customer-handling skills
- Problem-solving and negotiation abilities
- Ability to coordinate across departments and manage multiple issues simultaneously
- Proficiency in MS Excel, ERP/CRM systems
Qualifications
- Bachelor’s degree in Packaging Technology / Engineering / Science / Business
- Relevant experience in packaging manufacturing or packaging solutions companies
Key Performance Indicators (KPIs)
- Customer complaint resolution time
- Customer satisfaction & retention rate
- Reduction in repeat quality issues
- Coordination effectiveness with internal teams
Location
Goregaon, Mumbai
Experience: 5–7 years
Salary - as per industry standard
Required Skills
Communication
Customer Retention
Sales
Engineering
MS Excel
Relationship Management
Negotiation
Logistics
Upselling
Issue Resolution
Compliance
Root Cause Analysis
Coordination
KPIs
Credit
ERP
CRM
SOPs
Packaging
Credit notes
CRM systems
Damages
Customer Relationships
Customer complaints
Preventive
Complaint Resolution
Corrective Actions
Notes
Customer Complaint
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