Senior Specialist, Exchange & Returns Operations

Position Summary

This role is not eligible for immigration sponsorship

Headquartered in Plano, TX, Samsung Electronics America (SEA) is a leader in mobile technologies, consumer electronics, home appliances, enterprise solutions and networks systems. Across each of these areas, our work drives innovation, economic growth and workforce opportunity in the United States.

For nearly five decades, Samsung has been at the forefront of technological advancements, investing over $100 billion and creating more than 20,000 jobs nationwide. Our mission? To integrate cutting-edge products, services, and AI technology to deliver smarter, sustainable, and more connected experiences that empower people to live better.

As a wholly owned subsidiary of Samsung Electronics Co., Ltd., SEA offers opportunities to work alongside global visionary thinkers and innovators who are passionate about making a difference. Explore the exciting opportunities at Samsung Electronics America and discover how you can make an impact.

To learn more, visit Samsung.com. For the latest news, visit news.samsung.com/us.

Role and Responsibilities

As a senior specialist supporting Exchange & returns operations, you will be responsible for overseeing and executing customer exchange orders, as well as ensuring fulfillment is successful.  This will include communication and support management with logistics, warehouse teams, third-party trucking companies, and internal agent groups processing the orders. Within this role, there may be opportunity to expand in to overall exchange and return pending management, which encompasses post-fulfillment processes.

Responsibilities:

• Oversees external outsourcing partners, performance monitoring, and compliance enforcement related to exchange cases.
• Act as gatekeeper for MX and CE exchange orders to reduce delays [satisfaction]
• Develop process improvements related to exchange orders to include automation and efficiency
• Manage performance compared to goals for KPI (Key Performance Indicator)
• Ensure we maintain proper coverage options to fulfill orders requested
• Collaborate cross-functionally with logistics, warehouse, supply chain, third-part vendors, and internal care teams to support customer and Samsung requirements
• Invoice processing for third-party vendor supporting order fulfillment
• Multi task in fast-paced environment, to work on high-pressure multi-cultural environment, and to meet deadlines.
• Utilize analytical skills and Microsoft Office skills (e.g. Word, Excel, Access), as well as other analytical or database tools (e.g. SAP, Business Intelligence, Tableau)
• Utilize strong interpersonal skills and be extremely resourceful.
• Use of professional Verbal and Written communication is required.

Skills and Qualifications

Required Qualification:

• Bachelor's Degree with 4+ years of experience in the related field
• Experience with data handling and deriving strategic insights in discovering potential abnormal claim trends, return trend, and opportunities to minimize return loss.
• Experience seeing projects through the full life cycle with outstanding project management and work execution skills
• Experience strategizing, navigating, and solving problems creatively.

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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 12 months), Paid Time Off, Student Loan Program (after 12 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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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 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 SEA_Accommodations_Ext@sea.samsung.com for assistance. This number is for accommodation requests only and is not intended for general employment inquiries.