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Director of E-Commerce Customer Service Operations
AUBURN WA 98001
Category: Telecommunications
  • Your pay will be discussed at your interview

Job code: lhw-e0-90565416

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Samsung Mobile

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  Job posted:   Tue Jun 5, 2018
  Distance to work:   ? miles
       
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Director of E-Commerce Customer Service Operations
**General Description**
Director E-Commerce Customer Service Operations Bellevue, WA Company Overview Since being established in 1969, Samsung Electronics has grown into one of the world's leading technology companies and has become recognized as one of the top 10 global brands. Samsung is currently ranked #2 on Forbes' "Most Reputable Tech Companies" for 2016 and #6 on Interbrand's "Best Global Brands" list for 2017.Our network extends across the world, and Samsung takes great pride in the creativity and diversity of its talented people, who drive our growth. As a result of our commitment to innovation and unique design, the Samsung organization is one of the most decorated brands in the electronics industry. Headquartered in Ridgefield Park, N.J., Samsung Electronics America, Inc. (SEA) is a recognized innovative leader in consumer electronics, mobile devices and enterprise solutions. A wholly owned subsidiary of Samsung Electronics Co., Ltd., SEA is pushing beyond the limits of today's technology and providing consumers and organizations with a portfolio of groundbreaking products in appliances, home entertainment, Internet of Things, mobile computing, smartphones, virtual reality, wireless infrastructure and wearables, in addition to offering leading content and services related to mobile payments, 360-degree VR video, customer support and more. Samsung is a pioneering leader in smartphones and HDTVs in the U.S. and one of America's fastest growing home appliance brands. The Position Samsung's vision is to create a best in class customer experience for customers shopping on Samsung.com, which will be the most strategically important channel for the company. Our desire is to be known by consumers, retailers, service partners, and internally as the best E-Commerce service organization in the United States. We seek a Director of Customer Service Operations to run, re-engineer and improve the function overall. In this role, you will manage, govern, and optimize a complex and extensive network of service providers. Our ideal candidate prioritizes customer experience and the customer journey in their strategic approach; aggressively recommends change; and brings process innovation. Do you deal well with LOTS of moving pieces/parts/people; move mountains to overcome challenges; build credibility and consensus to navigate organizations through change? Then we want to hear from you. Key Responsibilities
* Lead the development and implementation of E-Commerce customer service strategy and its operational execution that delivers value to Samsung.com customers and results in reduction of customer service contacts and better customer experience overall.
* Own E-Commerce customer satisfaction and other key operational metrics, ensuring that resources are rapidly dispatched, qualified and enabled with tools to perform service tasks the "first time right."
* Partner with SEA Customer Service Division to manage a sizable team of customer service representatives across multiple vendors.
* Optimize service levels; identifying and solving for gaps in coverage and evaluating service providers large and small.
* Provide governance to customer service vendors; insures adherence to new policies and procedures.
* Understand market changes to ensure the business remains relevant and profitable.
* Own a regular analysis cadence for customer contact reasons and work cross-functionally to implement process improvements and contact reduction initiatives.
* Establish & manage relationships with key internal and external stakeholders (Supply Chain Management, Fulfilment, E-Commerce business management, Etc.)
**Necessary Skills / Attributes**
Experience Requirements
* Bachelor's Degree with 15+ years of directly related experience in field service or service network operations (ideally dispatching technicians into a customer's home)
* Experience in a production and/or repair environment inclusive of MRP and Inventory management applications such as SAP or PeopleSoft
* Demonstrated ability to balance operations and implement strategic/innovative solutions
* Project and program management expertise
* Team/People management inclusive of both day to day coaching with an emphasis on career development Other Professional Attributes
* Demonstrated competency in persuasive communication skills using both oral and written modes for internal and external personnel at all management and staff organizational levels to obtain critical project decisions.
* Plan, organize and prioritize multiple complex assignments and projects.
* Read and interpret detailed and complex technical documentation.
* The ability to lead a team of employees to a common goal.
* Ability to work in a team environment, in order to achieve personal and project team goals and to complete projects within established time frames.
* The ability to accept tasks and problems/situations that differ, requiring creativity to search for solutions among learned consequences.
**Company Information**
Since being established in 1969, Samsung Electronics has grown into one of the world's leading technology companies and has become recognized as one of the top 10 global brands. Samsung is currently ranked #2 on Forbes' "Most Reputable Tech Companies" for 2016 and #6 on Interbrand's "Best Global Brands" list for 2017.Our network extends across the world, and Samsung takes great pride in the creativity and diversity of its talented people, who drive our growth. As a result of our commitment to innovation and unique design, the Samsung organization is one of the most decorated brands in the electronics industry. Headquartered in Ridgefield Park, N.J., Samsung Electronics America, Inc. (SEA) is a recognized innovative leader in consumer electronics, mobile devices and enterprise solutions. A wholly owned subsidiary of Samsung Electronics Co., Ltd., SEA is pushing beyond the limits of today's technology and providing consumers and organizations with a portfolio of groundbreaking products in appliances, home entertainment, Internet of Things, mobile computing, smartphones, virtual reality, wireless infrastructure and wearables, in addition to offering leading content and services related to mobile payments, 360-degree VR video, customer support and more. Samsung is a pioneering leader in smartphones and HDTVs in the U.S. and one of America's fastest growing home appliance brands. Samsung's philosophy is based on our strong determination for growth, perpetual innovation and responsibility to corporate citizenship. As part of our Samsung Gives philanthropic platform, we offer companywide Days of Service, a volunteer time off program, and an employee giving match program, so our employees can support causes that are closest to their hearts and choose how they want to give back. Since 2002, Samsung has provided more than $46 million to more than 1,000 public schools and community organizations in the United States through its many citizenship initiatives, including the STEAM-education based Solve for Tomorrow Contest. At Samsung we work hard - every day. It is a fast-paced and challenging work environment, and we are a nimble team that constantly pushes ourselves to be the best. If you have energy, passion, dedication and drive, and you thrive in a fast-paced workplace, the rewards at Samsung are many. Apply today and find out why LinkedIn ranked us as one of North America's Most InDemand Employers in 2015. Samsung Electronics America provides 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.
*Full-Time/Part-Time:* Regular Full-Time
*Location:* , Bellevue Washington, Bellevue Washington, Bellevue Washington

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