Post Delivery Resolution Especialist II Actions
In this position, your overall mission is Support and manage the workflow of post Order-To-Delivery processes, to provide an excellent customer experience in relation to complaints, recycling, repairs, reconditioning and other return and after sales requests.
To properly manage these processes, you are responsible to issue replacement orders (end customers) or issue credits (channel partners) per Sales instructions, and RMA’s for receiving back nonconforming (NC) products.
You route products for complaint investigation or process handling, maintaining QC and Repairs tracking logs and prompt communications with customers, channels sales and internal stakeholders to facilitate investigations and corrections.
You are responsible to provide final responses on claims investigations to customers, and to prepare quotations of repair services, including sales price and lead time.
In the scope of repair services, you manage shipping activities and related administration to repair units
Due to critical contents, on time and accurate communications, status reporting and escalation through CRM case management and records maintenance are pivotal to secure proper handling of the workflow with customers and internal stakeholders.
Deadline: Not set