Samsung Electronics America Operations Specialist in Ridgefield Park, New Jersey
Making the future is everyday life at Samsung. We’re seeking innovators who are called to not just change the world, but build a better one. We enable the best technology hardware on the planet, but our best is always a prototype for something better and our people thrive with a driven mindset – better builds on better. We believe that innovation and growth are driven by an inclusive culture and a diverse workforce. We aim to create a global team where everyone belongs and has equal opportunities, inspiring our talent to be their true selves. Together, we are building a better tomorrow for our customers, partners and communities.
This full-time position supports the day to day operations of the outsourced Business Center (BC). The operations specialist will be expected to execute the operational duties to contact center and vendor operations in alignment with Samsung’s approved operational goals. The operations specialist audits vendor(s) daily, weekly and monthly deliverables against their contractual obligations and KPI’s. This position will serve as a liaison between Samsung and contact center associates.
Role and Responsibilities
Roles and Responsibilities:
Support vendor manager in the implementation of new policies, procedures and standards for outsourced business center
Support outsourced business center on daily communication with delivery partner related to consumer deliveries, orders reconciliation and system issues
Coordinate daily communication between Returns teams team and outsourced business center to complete returns reconciliation transactions
Own End to End order and delivery seeding and influencers programs for home appliances
Work with vendor to audit quality of contact center agent calls
Support new accounts on boarded (Retail, Builder, Other)
Approve daily damage allowances for consumers
Send required daily, weekly and monthly reports
Interact with multiple departments (internal and external): Consumers (External - staff), Delivery Partner (External- staff), Samsung Departments (Internal – staff), Business Center Vendor (External - Supervisor teams to floor associates)
Work with Samsung’s third party vendor(s) and multiple Samsung corporate teams: Logistics Outbound, Reverse Logistics, Supply Chain, Accounts Payable, Order management, Sales and Service.
Oversee all necessary duties to sustain Samsung’s main goal of ensuring a smooth delivery experience for the end consumers and customers purchasing home appliances from Samsung, directly or through one of the supported retailers.
Support all necessary duties to sustain vendor manager’s main goal of ensuring a smooth delivery experience for the end consumers purchasing Samsung home appliances
Responsible for turnaround times for vendor reports
Responsible for new reports needed from vendor
Responsible for call recordings to audit
Skills and Qualifications
Necessary Skills / Attributes:
Vendor experience with contact centers, hand-on experience with customer service, order management, vendor training, and sales operations
Flexible and adaptable to Samsung’s fast-paced, ever-changing environment, with the proven ability to work in ambiguous situations or with limited direction - Works effectively with competing priorities
Sales-driven; and can perform root-cause analysis to quickly find and present resolutions – looking for someone that is tactical
Strong Proficiency with Microsoft Office – Excel & PPT
Strong interpersonal, and communication skills to coordinate and support transactions across multiple teams
Ability to meet deadlines in a fast-paced and demanding environment
Call center experience desired but not required
Regular, consistent and punctual attendance. Must be able to occasionally work nights and weekends
Bachelor’s Degree highly preferred
Years of experience: 4+ years
Some experience with Agile project/procedure management preferred
Previous experience with national builder/remodel business preferred
Pays attention to detail
Can easily document a new process or problem
Can collect and condense data into information that can be acted on
Excels with computer software programs, i.e. Excel, PowerPoint, Word and new/emerging presentation programs
Ability to build internal cross-functional relationships and partnerships
Samsung Electronics America, Inc. and its subsidiaries are committed to employing a diverse workforce, and provide Equal Employment Opportunity for all individuals regardless of race, color, religion, gender, age, national origin, marital status, sexual orientation, gender identity, status as a protected veteran, genetic information, status as a qualified individual with a disability, or any other characteristic protected by law.
Samsung Electronics America is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application process. If you have a disability and require a reasonable accommodation in order to participate in the application process, please contact our Reasonable Accommodation Team (855-557-3247) or SEAAccommodationsExt@sea.samsung.com for assistance. This number is for accommodation requests only and is not intended for general employment inquiries.
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Samsung Electronics is a global leader in technology, opening new possibilities for people everywhere. Through relentless innovation and discovery, we are transforming the worlds of TVs, smartphones, wearable devices, tablets, digital appliances, and network systems, and the entire semiconductor industry with our memory, system LSI, foundry, and LED solutions. Samsung is also leading in the development of the Internet of Things through, among others, our Smart Home and Digital Health initiatives.
Since being established in 1969 , Samsung Electronics has grown into one of the world’s leading technology companies, and become recognized as one of the top global brands. Our network now extends across the world, and Samsung takes great pride in the creativity and diversity of its talented people, who drive our growth. To discover more, please visit our official newsroom at ( https://news.samsung.com/global/ ).
Samsung Electronics America
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