Assistant Manager, DA Operations

Position Summary

• Work closely with the business to define develop and implement processes procedures and methods to improve the effectiveness of the business operations
• Support new builder site launch including pre-walk final mile coordination for delivery installs and issue resolution
• Act as the primary internal and external escalation point for Builder Direct issues
• Manage final mile relationship and escalations
• Manage builder customer relationships nationwide
• Manage Builder Direct contact center to ensure timely and accurate responses

Position Objective

This position supports the day-to-day operations and escalations for the Builder Direct network focused on our Multi-Family and Pro accounts.

This position supports end to end operations and works cross functionally with supply chain outbound and reverse logistics accounts payable and service as well as a third-party contact center. The goal of this position is to ensure a smooth delivery and installation process for Mill Creek Residential and to build nationwide relationships both with internal partners and external partners.

The assistant manager will be expected to execute the operational duties to ensure our contact center and vendor operations are in alignment with Samsungs approved operational goals. The assistant manager will also be expected to manage and resolve all escalations relating to the account while adhering to Samsungs policies and procedures.

This position also supports process improvement new SOP implementation and ad hoc requests.

Minimum Qualifications

• Hands-on experience with account management sales operations order & escalation management final mile delivery and installation.
• Must be flexible and adaptable to Samsungs 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
• Strong Proficiency with Microsoft Office Excel & PPT
• Strong interpersonal and communication skills to coordinate and support transactions across multiple teams
• Must have the ability to meet deadlines in a fast-paced and demanding environment
• Ability to create and execute cross functional solutions to complex problems
• Regular consistent and punctual attendance. Must be able to occasionally work nights and weekends

Skills

• Ability to work in ambiguous situations or with limited direction
• Attention to detail
• Stays up-to-date
• 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
• Building internal cross-functional relationships and partnerships
• Analytical approach to problem solving
• Proactive solution oriented mentality and approach

Skills and Qualifications

• Bachelors Degree
• Years of experience: 4 years
• Preferred: Some experience with Agile project/procedure management would be a HUGE BONUS!

Additional Information

This position requires transactional coordination to ensure smooth delivery to consumers. The candidate will interact with multiple departments (internal and external):

• Builder Direct representatives (External - staff)
• Delivery Partner (External- staff)
• Samsung Departments (Internal staff)
• Business Center Vendor (External - Supervisor teams to floor associates)

This role will oversee all necessary duties to sustain Samsungs main goal of ensuring a smooth delivery experience for the Builder Direct accounts purchasing home appliances from Samsung.

This role will support all necessary duties to sustain vendor managers main goal of ensuring a smooth delivery experience for the Builder Direct accounts who are purchasing Samsung home appliances.

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Life @ Samsung - @ Samsung - 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 addition regular full-time employees (salaried or hourly) are eligible for MBO bonus compensation based on company division and individual performance.

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 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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