Senior Customer Case Management - Networking

NVIDIA is looking for a Senior Customer Case Management to join the operation group. If you want to be part of a dynamic team working on challenging projects with cutting-edge technology, enjoy a supportive and collaborative work environment that encourages professional growth and makes a real impact on customer satisfaction and the success of our organization.What you'll be doing:Customer Satisfaction: Manage open RMA cases and oversee replacement part fulfillment to clear the open RMA backlog. Prioritize customer satisfaction by ensuring timely delivery and resolution.Case Management: Attend customers meeting, ensure accurate and up-to-date information is available, track customer feedback, and develop strategies to improve the overall customer experience.Generate case management metrics and analyze data to identify process improvement opportunities.Propose and implement enhancements to optimize the RMA handling process.Publish weekly status updates on open RMAs – supply commits, ready for pickup, shortage alerts.Collaboration: Work closely with quality and manufacturing teams to effectively communicate RMA updates and statuses to customer account teams. Facilitate seamless information flow between teams to provide exceptional customer support.Uptime and Buffer Stock: Track key customer installations uptime and work with the planning team to maintain buffer stock near customer sites to proactively address potential supply shortages.Supply Allocation: Collaborate with production and repair factory planners to map out supply allocations for the open RMA backlog. Optimize resource allocation for timely resolution.What we need to see: Bachelor's degree (or equivalent experience) in a relevant field such as Quality Assurance,  Business Administration, Engineering, Supply Chain Management, or related disciplines.5+ years of experience customer service workflow and analytics reports.Strong analytical and problem-solving skills to identify improvement opportunities and drive effective solutions.Customer-centric approach with a focus on delivering exceptional service and maintaining positive relationships.Excellent presentation skills with the ability to convey complex information in a compelling and understandable manner.Proficiency in presenting data-driven insights to diverse audiences, including Directors, Managers, team members, stakeholders, and customers.Excellent communication skills, both written and verbal, to facilitate effective collaboration with cross-functional teams and customers.Knowledge of supply chain dynamics, inventory management, and case management applications is advantageous.High proficiency in providing clear and concise graphs, metrics, and data visualizations to support decision-making and performance tracking.Ways to stand out from the crowd:Ability to lead and work remotely and independently with dedication and showing that you understand this is not just an administrative position.Demonstrate that you can apply lessons from your previous work to our company and how you would make us stronger.Enjoy working with the details and being accurate and efficient with the ability to prioritize numerous tasks in a fast-paced environment.Ability to be proactive, get things done, highly motivated, and willing to work a flexible schedule to accommodate business needs.High level of ownership, accountability, seeking new initiatives, communicating clearly and collaboratively with coworkers, suppliers, and other multi-functional teams (verbal & written).NVIDIA is widely considered to be one of the technology world’s most desirable employers. We have some of the most forward-thinking and hardworking people in the world working for us. If you're creative, self-motivated, and autonomous, we want to hear from you!