Team Role Specifics:

• Contractor will be responsible for following and participating in Customer Experience case management supporting Devices Reverse Logistics processes to help 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 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 Devices Reverse Logistics team to monitor and support.
• 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 teams.
• Contractor will serve as a liaison to Digital Devices and (D2AS), (CS) teams by attending meetings and escalations related to Customer Experience issues.

• Automation experience would be nice but not required
• Someone who has more advanced Excel skills would be nice
• Needs at least basic MS Office skills
• Role has some ambiguity
• Handles about 2-3 tickets per week, lot of organizing

• MS Office
• Case management
• Research