Customer Service/Loss Prevention Specialist

Position Summary

Making the future is everyday life at Samsung. We’re seeking innovators who are called to not just change the world, but build a better one. We enable the best technology hardware on the planet, but our best is always a prototype for something better and our people thrive with a driven mindset – better builds on better. 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.

Role and Responsibilities

Position Overview

Our Samsung Electronics America Retail Operations Team is a growing a best-in-class organization within Samsung worldwide. We continue to challenge the existing retail models and processes to makes this team the home for talented, driven, and creative professionals, who want to be on the front lines of consumer electronics sales. Our team relishes the opportunity to push Samsung’s retail capabilities to be the new paradigm for consumer engagement.  With our partnerships with the top consumer electronics retailers and its own experiential sites, Retail Operations is delivering a consumer experience to maximize both sales and consumer satisfaction. 

Problems and issues faced may be vague, so the ideal candidate should be comfortable navigating ambiguity and in a fast-paced environment.

The ideal candidate will have a sharp business mind, great customer service and de-escalation skills as well as auditing and excel skills.

This dynamic position combines expertise in customer service and loss prevention to enhance Samsung's Retail Operations' performance and consumer satisfaction. The candidate will manage escalations on review platforms and lead the loss prevention function, focusing on reducing shrink, preventing theft, and improving operational compliance.

Responsibilities

Customer Service Functions

• Monitor and respond to customer feedback on online review platforms and surveys.
• Collaborate with internal teams to resolve escalated issues and implement customer service improvements.
• Analyze feedback trends to inform and guide operational and customer service strategies.
• Maintain accurate records of customer interactions, resolutions, and follow-ups.
• Develop and maintain comprehensive customer service guidelines and training materials for retail associates.

Loss Prevention Functions

• Develop and enforce security policies and procedures across retail locations.
• Investigate internal and external theft, paperwork errors, POS discrepancies, and discount misuse.
• Audit employee transactions and activities to ensure compliance.
• Partner with supply chain teams to track and address shrink-related issues.
• Train staff on loss prevention techniques and maintain a strong security culture within stores.
• Monitor security systems like alarms and cameras.

Skills and Qualifications

• 2+ years of experience in loss prevention or customer service roles, preferably in a retail environment.
• Familiarity with CRM tools and strong data analysis skills (Excel proficiency required).
• Exceptional communication, de-escalation, and conflict resolution skills.
• Strong organizational and multitasking abilities in fast-paced environments.
• Preferred certifications: LPQ/LPC for Loss Prevention or relevant customer service certifications.

Key Attributes

• Proven ability to navigate ambiguity and prioritize tasks effectively.
• Strong cross-functional collaboration skills with an ability to influence stakeholders at all levels.
• Analytical mindset with a focus on identifying and solving systemic issues.

Physical and Work Environment

• Work primarily in an office environment, with occasional travel to retail locations.
• Requires using standard office equipment and handling light physical demands (under 25 lbs).