Aftersales Manager

Actively Reviewing the Applications

Pactech Solutions

India, Maharashtra, Mumbai Full-Time On-site

Posted 1 day 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