Exchange and Refund Specialist
Exchange and Refund Specialist
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Job Description
Position Summary
Headquartered in Englewood Cliffs N.J. Samsung Electronics America Inc. (SEA) the U.S. Sales and Marketing subsidiary is a leader in mobile technologies consumer electronics home appliances enterprise solutions and networks systems. For more than four decades Samsung has driven innovation economic growth and workforce opportunity across the United Statesinvesting over $100 billion and employing more than 20000 people nationwide. By integrating our large portfolio of products services and AI technology were creating smarter sustainable and more connected experiences that empower people to live better. SEA is a wholly owned subsidiary of Samsung Electronics Co. Ltd. To learn more visit . For the latest news visit and ResponsibilitiesThe Exchange and Refund (ENR) Specialist is responsible for managing the daily operations of the Samsung Exchange and Refund program. This role involves overseeing the return process from inbound at the warehouse to final product disposition. Manage the customer exchange process through refurbishment of B-Goods and ensure the receipt of all returned products. Work closely with Repair Team 3PL and Call Center to provide a best-in-class customer service for exchanges.
Role & Responsibilities
- Manage Third Party Vendors to adhere to KPI target
- Manage warehouse inventory of returned goods
- Work with Repair Team for Refurbishment of Products for future customer exchanges
- Partner with stakeholders to define SOPs for all processes with Third Party Vendors
- Process scrap for aging product
- Work with supply chain for allocation for inventory as needed
- Work with Logistics for movement of goods between warehouses
- Manage and process claims for Return Loss
- Understanding of technical processes and integration between systems
- Partner with VOC/Call Center and vendors to address escalations
- Host weekly performance calls with all stakeholders to review vendors performance and drive improvements
Skills and Qualifications
- BS/ BA degree preferred or equivalent experience.
- 4 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.
- Proven ability to strategize navigate and solve problems creatively.
- Ability to multi task in fast-paced environment to work on 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.
- Experience with SAP preferred.
- Strong interpersonal skills and extremely resourceful.
- Strong Verbal and Written communication is required.
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At Samsung 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.
* 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.
Reasonable Accommodations for Qualified Individuals with Disabilities During the Application Process
Samsung Electronics America is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application you have a disability and require a reasonable accommodation in order to participate in the application process please contact our Reasonable Accommodation Team ) or for assistance. This number is for accommodation requests only and is not intended for general employment inquiries.
Required Experience:
IC
Employment Type
Full-Time
