Senior Specialist, Data Analyst

Position Summary

Role & Responsibilities

This Sr. Specialist Service Operations role is focused on improving service operation by establishing strategies process checking and field auditing as well as by managing internal key performance index service marketing investment and working manual for field(subsidiary and etc.) This role will carry out a survey of customer satisfaction and share the result with related department to improve the weakness through cooperation.

• Review progress on service-related goals which are achieved with a developed strategy.
• Examine processes regarding internal and external vendors payment amounts and resolve issues which were pointed out.
• Manage performance compared to goals for KPI (Key Performance Indicator) of each business.
• Participate in conducting survey on customer satisfaction by product and service satisfaction.
• Act as gatekeeper for CE service nationwide coverage to reduce service delays satisfaction and ASC not available exchange and refund cost which includes approving service center zip code grade and volume change request
• Ensure network has sufficient primary secondary and tertiary coverage options through Regional Service Manager collaboration.
• Monitor region and service center performance including decline cancellations and exchange/refund to sustain network health improve customer satisfaction and reduce operational cost.

Skills and Qualifications

Preferred Qualifications:

• Data/AI preferred
• Data-driven reporting trend analysis experience
• AI and automation experience (Claude or similar)
• SAP and BI background
• Proficient in Excel

Minimum Qualifications:

• Bachelors Degree with 4 years of directly related experience required.

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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 12 months) Paid Time Off Student Loan Program (after 12 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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