Customer Solutions Manager

Job Title : Asst. Manager – Customer Complaint Handling / Inside Sales

Role Overview :

The Assistant Manager – Complaint Handling and Inside Sales will lead and oversee all activities related to customer complaints, product quality issues, and service escalations. The role ensures timely resolution, root-cause analysis, process improvement, and customer satisfaction in alignment with Wuerth’s global quality standards. He / She will also lead the inside sales team responsible for generating sales opportunities, managing customer accounts remotely, and driving revenue growth. This role focuses on high-quality customer engagement, lead qualification, cross-selling, and order management in accordance with Wuerth’s sales strategy.

Key Responsibilities :

• Lead the end-to-end customer complaint handling process, ensuring adherence to internal quality and service protocols.
• Oversee complaint registration, categorization, investigation, and closure within defined turnaround times.
• Conduct detailed Root Cause Analysis (RCA) using tools such as 8D, Ishikawa, Pareto, and CAPA methodologies.
• Collaborate closely with Quality, Technical, Supply Chain, and Sales teams to resolve issues.
• Monitor and improve customer satisfaction metrics, including Net Promoter Score (NPS), by addressing complaints and enhancing service quality.
• Drive corrective and preventive actions to minimize recurring complaints.
• Prepare and deliver periodic reports on complaint trends, performance KPIs, and improvement plans.
• Facilitate customer communication regarding complaint status, investigation outcomes, and preventive actions.
• Support audits (internal, external, customer) related to customer quality and complaint handling processes.
• Achieve and maintain target NPS score as part of customer experience goals
• Contribute to continuous improvement initiatives aligned with Wuerth’s quality philosophy.
• Lead, mentor, and manage the inside sales team to achieve sales targets and productivity KPIs.
• Oversee lead generation, prospecting, qualification, and nurturing through phone, email, and digital channels.
• Drive customer re-activation initiatives to onboard new clients effectively and develop and execute activation campaigns.
• Collaborate with field sales teams to support pipeline development and conversion.
• Drive customer engagement through proactive communication regarding product offerings, pricing, promotions, and solutions.
• Maintain accurate customer data, sales activities, and opportunity tracking in CRM systems.
• Coordinate with Customer Service, Logistics, Technical Support, and Pricing teams for order fulfillment and customer satisfaction.
• Develop and optimize inside sales scripts, pitch guidelines, and customer-handling SOPs.
• Analyze sales data, forecast revenue, and generate performance reports.
• Identify cross-sell and upsell opportunities across the industrial product portfolio.
• Ensure adherence to Wuerth’s sales processes, compliance norms, and documentation standards.
• Support product trainings and skill development of the inside sales team.

Qualifications & Experience :

MBA preferred.

Key Skills