Mobile Phone Reverse Logistics
We are seeking reverse logistics experts with knowledge/experience in mobile phone returns/repairs/trade-up. The ideal candidate should have previous employments within a european mobile operator.
Key questions for discussion:
o outline of cost structure across the reverse logistics eco-system once a client brings in a mobile phone for repair/trade-up.
O the general transaction chain is: in-store customer care -> in-store examination/diagnosis –> transport to repair/refurb partner –> repair/refurbishment –> transport back to store/pick-up
o we are specifically interested in breaking down the associated costs of the first 3 links within the cycle (in-store customer-care, in-store diagnosis, transport to repair partner)
o what is the relationship dynamics between the mobile operator, oem (e.G. Samsung), reverse logistics vendors (e.G. Ingram micro, teleplan) and warranty partner? How are costs divided between these players?
O what are the differences in handling and cost of handling repair for in-warranty and out of warranty customers
· which after-market/reverse logistics vendors in the mobile phone spare are familiar with/have worked with in the past?
O what are the key factors influencing the selection of a mobile phone after-market/reverse logistics vendor?
O who is responsible within the telco operator’s organization to select and oversee operations of this partner?
O what are the major “pain points” in a reverse logistics operation for a mobile operators? (costs, warranty management, time delivery, etc)
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