Job Role To manage and coordinate all Dead on Arrival (DOA) product-related activities across retail stores, ensuring timely claim registration, brand coordination, replacement processing and closure of DOA cases.
Key Roles & Responsibilities
- Manage and monitor all DOA cases reported across retail stores.
- Coordinate with brand representatives and authorised service centres for DOA verification, approval and replacement.
- Maintain a centralised DOA tracker with product details, serial numbers, claim status and pending cases.
- Ensure timely follow-ups with brands to minimise DOA resolution delays.
- Coordinate with store and warehouse teams for proper segregation, movement and tracking of defective products.
- Monitor ageing DOA inventory and ensure timely replacement or settlement.
- Prepare and share daily, weekly and monthly DOA MIS reports.
- Escalate delayed and unresolved DOA cases to the concerned stakeholders.
- Ensure adherence to company DOA processes and brand-specific policies.
- Identify recurring DOA issues and recommend process improvements.
Required Qualifications & Experience
- Graduate in any discipline.
- 3–5 years of experience in retail operations, consumer electronics, warranty management or service coordination.
- Experience in brand coordination and DOA management will be preferred.
- Good knowledge of MS Excel, MIS reporting and inventory management.