Head of Customer Care (For Woven Fabric & Yarn Marketing Business)

Job Description

Title: Head of Customer Care (For Woven Fabric & Yarn Marketing Business)

Company Name: A Well Reputed Business Conglomerate

Vacancy: 1

Age: At least 35 years

Job Location: Dhaka

Salary: Negotiable

Experience:

• At least 14 years
• The applicants should have experience in the following business area(s): Garments,Textile

• Bachelor of Science (BSc) in Textile Engineering

• At least 14 years
• The applicants should have experience in the following business area(s): Garments,Textile

• Age At least 35 years
• Only Male

• Act as the primary liaison with customers/buyers regarding quality issues, technical feedback, and product standards

• Manage and resolve customer complaints with proper root cause analysis and Corrective & Preventive Actions

• Coordinate with production, QA and technical teams to ensure customer quality expectations are understood and met

• Prepare and present buyer-specific quality reports, audit findings, and performance updates

• Lead and participate in buyer technical audits, quality system audits and third-party inspections

• Ensure production processes comply with customer SOPs, safety protocols and international quality standard

• Oversee lab test scheduling and ensure test results align with buyer standards.

• Validate product specifications, shrinkage, shade and GSM results prior to shipment

• Maintain coordination with the lab for calibration, test method consistency, and documentation

• Monitor hourly QA data and escalate production issues in real time for prompt resolution

• Randomly check quality inspector workstations daily and ensure proper documentation and marking are in place

• Ensure critical control points and risk-based checkpoints are identified, trained and followed by the QA team

• Implement and maintain a customer-focused quality assurance system across the factory

• Track and communicate with processing as well as marketing team to reduce rejection rates, finishing defects and customer claim cases

• Lead, coach, and motivate the customer care and quality teams for better performance

• Provide training on buyer standards, inspection methods, defect classification and SOPs

• Ensure clear communication and coordination between quality, production and planning teams