Project Manager
📋 Role Overview & Responsibilities
Team Role Specifics: - Contractor will be responsible for following and participating in Customer Experience case management supporting Client Devices Reverse Logistics processes to help Client Devices team scale up as the number of inbound requests fluctuate. - Contractor will action end to end case management processing of inbound requests from intake tickets that includes solving replacement level issues for warranty support and lead Right to Repair requests. Right to Repair requests include support of logistics execution of requested spare parts and repair guides to end customers in adherence with government policy that reflects Client's compliance with new regulations and policy developments. Warranty support includes research and feedback on configurations and resolving with partner teams. - Contractor will effectively work with relevant internal teams when intake requests that are incomplete and need further clarification for the Client Devices Reverse Logistics team to monitor and support.Providing replacements for out of stock items Deep diving into data to identify root causes - Contractor will provide program management level support through pulling and reporting KPIs for internal reviews including intake requests and resolutions, creating and deploying Customer Satisfaction Surveys for ADRL customers, compile the results and share findings with Client teams.
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