Position Summary
Headquartered in Ridgefield Park, N.J., Samsung Electronics America, Inc. (SEA) is a leader in mobile technologies, consumer electronics, home appliances and enterprise solutions. From our humble beginnings to our position today as a tech leader, our passion for innovation has been the common thread throughout our history. We’ve grown into one of THE most recognized global brands. We consider ourselves “relentless pioneers” that push boundaries and defy barriers. The company pushes beyond the limits of today’s technology to provide groundbreaking connected experiences across its large portfolio of products and services, including mobile devices, home appliances, home entertainment, 5G networks, and digital displays. As EPA’s ENERGY STAR® Corporate Commitment Partner, SEA is dedicated to making a positive impact on the environment through its eco-conscious products, practices, and operations.People | Excellence | Change | Integrity | Co-prosperity
Role and Responsibilities
The Operations Manager is responsible for managing the daily operations of technical and service returns of the Care division. This role involves overseeing the end-to-end return process from Return Authorization creation to final product disposition. Oversee the White Glove Delivery program for exchanges and partner with VOC/Call Center to improve the customer experience. Manage warehouse operation including inspection, refurbishing and inventory management of returned goods. Work with sales team on processing sales of refurbished goods. Partner with stakeholders to ensure global and local policies are defined and followed.
Manage Third Party Vendors to adhere to KPI targets
Manage warehouse inventory of returned goods
Support sales with increased refurbished goods and reduce scrap based on HQ guidelines
Partner with stakeholders to define SOPs for all processes with Third Party Vendors
Understanding of technical processes and integration between systems
Collaborate with HQ counterpart for RA Management
Manage and process claims for Return Loss
Partner with VOC/Call Center and vendors to address escalations
Drive improvements by reviewing vendor’s performance
Manage and lead an operations team
Skills and Qualifications
A BS/ BA degree or equivalent experience is preferred.
Bilingual in both Korean and English Preferred
At least 6+ years of work experience in return management or operations.
Being familiar with the sales or service operation of electronic goods.
Familiar with common service procedures, parts management, RA processing, quality analysis, vendor management, etc.
Familiar with Consumer, Home Appliance, Commercial, and Information product technology
Experience leading a diverse workforce of technical and non-technical staff
Proven ability to strategize, navigate, and solve problems creatively.
Ability to multi-task in a fast-paced environment, to work in a high-pressure multi-cultural environment, and to meet deadlines.
Excellent analytical skills and expert in Microsoft Office skills (e.g. Word, Excel, Access), as well as other analytical or database tools (e.g. SAP, Business Intelligence, Tableau)
Good analytical, interpersonal, communication, and time management skills with the ability to work in a team environment.
Strong interpersonal skills and extremely resourceful.
Strong Verbal and Written communication are required.
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Life @ Samsung - https://www.samsung.com/us/careers/life-at-samsung/
Benefits @ Samsung - https://www.samsung.com/us/careers/benefits/
Regular full-time employees (salaried or hourly) have access to benefits including: Medical, Dental, Vision, Life Insurance, 401(k), Employee Purchase Program, Tuition Assistance (after 6 months), Paid Time Off, Student Loan Program (after 6 months), Wellness Incentives, and many more. In addition, regular full-time employees (salaried or hourly) are eligible for MBO bonus compensation, based on company, division, and individual performance.
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