Complaint Process Specialist

Complaint Process Specialist

At Dow, we believe in putting people first and we’re passionate about delivering integrity, respect and safety to our customers, our employees and the planet.  

 

Our people are at the heart of our solutions. They reflect the communities we live in and the world where we do business. Their diversity is our strength. We’re a community of relentless problem solvers that offers the daily opportunity to contribute with your perspective, transform industries and shape the future. Our purpose is simple - to deliver a sustainable future for the world through science and collaboration. If you’re looking for a challenge and meaningful role, you’re in the right place. 

About you on this role

The Complaint Process Specialist (CPS) is responsible for managing the end-to-end complaint handling process, ensuring customer complaints are processed accurately, efficiently, and in compliance with global standards and business requirements. This role serves as a key liaison between Customer Service, Quality, Operations, and other functional stakeholders to drive timely complaint resolution, improve customer experience, and support continuous process improvement.

The ideal candidate is highly analytical, detail-oriented, and skilled at managing multiple priorities while driving accountability across cross-functional teams. You will play a critical role in ensuring complaint data integrity, facilitating investigations, monitoring performance metrics, and supporting quality and customer satisfaction objectives.

Responsibilities

Complaint Management & Resolution

• Manage the complete lifecycle of customer complaints across all priority levels, ensuring timely and accurate processing.
• Review complaint records for compliance with global business rules, policies, and service-level expectations.
• Analyze CRM complaint cases, Quality Notifications (QN), and complaint workflows to ensure data accuracy and process adherence.
• Assign and monitor Immediate Measure Tasks, ensuring appropriate ownership and timely completion.
• Coordinate Root Cause Investigation (RCI) pre-planning sessions and facilitate complaint investigations.
• Escalate unresolved or aging complaints to the appropriate stakeholders and leadership when required.
• Ensure complaint closure requirements are met and all supporting documentation is complete and accurate.
• Represent the complaint management process during customer discussions and complex complaint review meetings when necessary.

Stakeholder Collaboration

• Partner with Customer Service Representatives, Quality Champions, Customer Care Centers, Receivable Specialists, and other functional teams to support complaint resolution.
• Challenge stakeholders on data quality, response timelines, and accountability for complaint management activities.
• Manage functional or regional complaint-related mailboxes as applicable.
• Support customer communication activities and maintain strong internal collaboration throughout complaint investigations.

Analytics & Reporting

• Monitor complaint performance metrics, service levels, and key process indicators.
• Support trend analysis, performance reporting, and identification of improvement opportunities.
• Generate complaint aging reports, past-due reviews, and management dashboards.
• Present complaint trends and key findings to business and functional stakeholders.

Process Improvement & Compliance

• Participate in quality audits, process reviews, and compliance activities.
• Support standardization and alignment of regional and business complaint processes with global requirements.
• Identify opportunities for process optimization, efficiency improvements, and enhanced customer experience.
• Assist with knowledge sharing, best-practice implementation, and continuous improvement initiatives.

Operational Support

• Provide backup support for CAMP Process Specialists during vacation coverage or peak workload periods.
• Support special projects and business initiatives related to complaint management and customer quality processes.

Qualifications

• Associate’s degree, Diploma, or Bachelor's Degree in a Science, Technology, Engineering, or Mathematics (STEM) discipline. Chemical Engineering, Mechanical Engineering, Industrial Engineering, Chemistry, or a related technical discipline.
• Relevant experience in manufacturing, plant operations, quality assurance, quality control, or related industrial environments.
• Experience working within quality management systems and operational excellence programs.

Your Skills

• Complaint Management & Case Resolution
• Root Cause Analysis & Problem Solving
• Quality Management Systems (QMS)
• CRM & Complaint Tracking Systems
• Data Analysis & Performance Reporting
• Process Improvement & Continuous Improvement
• Stakeholder Management & Cross-Functional Collaboration
• Escalation Management & Issue Resolution
• Customer Experience (CX) Focus
• Attention to Detail & Data Accuracy
• Time Management & Prioritization
• Verbal and Written Communication Skills

Additional Notes

• No relocation is available in this position.  

Benefits – What Dow offers you 

We invest in you. 

Dow invests in total rewards programs to help you manage all aspects of you: your pay, your health, your life, your future, and your career. You bring your background, talent, and perspective to work every day. Dow rewards that commitment by investing in your total wellbeing.  

Here are just a few highlights of what you would be offered as a Dow employee: 

• Equitable and market-competitive base pay and bonus opportunity across our global markets, along with locally relevant incentives. 
• Benefits and programs to support your physical, mental, financial, and social well-being, to help you get the care you need...when you need it. 
• Competitive retirement program that may include company-provided benefits, savings opportunities, financial planning, and educational resources to help you achieve your long term financial-goals. 
  • Employee stock purchase programs (availability varies depending on location).
• Student Debt Retirement Savings Match Program (U.S. only).
  • Dow will take the value of monthly student debt payments and apply them as if they are contributions to the Employees’ Savings Plan (401(k)), helping employees reach the Company match.
• Robust medical and life insurance packages that offer a variety of coverage options to meet your individual needs. Travel insurance is also available in certain countries/locations.
• Opportunities to learn and grow through training and mentoring, work experiences, community involvement and team building. 
• Workplace culture empowering role-based flexibility to maximize personal productivity and balance personal needs. 
• Competitive yearly vacation allowance.
• Paid time off for new parents (birthing and non-birthing, including adoptive and foster parents).  
• Paid time off to care for family members who are sick or injured.  
• Paid time off to support volunteering and Employee Resource Group’s (ERG) participation. 
• Wellbeing Portal for all Dow employees, our one-stop shop to promote wellbeing, empowering employees to take ownership of their entire wellbeing journey.
• On-site fitness facilities to help stay healthy and active (availability varies depending on location).
• Employee discounts for online shopping, cinema tickets, gym memberships and more.
• Additionally, some of our locations might offer:
  • Transportation allowance (availability varies depending on location)
  • Meal subsidiaries/vouchers (availability varies depending on location)
  • Carbon-neutral transportation incentives e.g. bike to work (availability varies depending on location)

Join our team, we can make a difference together.

About Dow Chemical International Pvt Ltd

Dow Chemical International Private Limited (Dow India) aims to be the most innovative, sustainable, inclusive customer-centric materials science company. The company is committed to delivering the right solutions to its customers’ challenges. With broadest technology sets spanning performance materials, industrial intermediates, and plastics Dow India delivers differentiated science-based products and solutions in high-growth segments, such as packaging, infrastructure, automobile, and consumer care.

A Great Place to Work® Certified company with approximately over 1000 employees, its operations comprise of manufacturing sites, innovation center, established centers of excellence, and commercial office. As a responsible corporate, the company supports its Corporate Social Responsibility (program) with technology expertise and employee volunteerism. Dow India works with non-profit partners towards the empowerment of differently abled, women, and children in communities where it operates. The company aims to redefine the societal blueprint, by supporting holistic sustainability and circular economy initiatives.

As part of our dedication to inclusion, Dow is committed to equal opportunities in employment. We encourage every employee to bring their whole self to work each day to not only deliver more value, but also have a more fulfilling career. Further information regarding Dow's equal opportunities is available on www.dow.com.

Experience Level

Mid Level