Customer Service Mgr. Sales Operations eCommerce

Position Summary

Role and Responsibilities

R93436 Customer Service Mgr. Sales Operations, eCommerce 

Plano TX or Ridgefield Park NJ

Headquartered in Ridgefield Park, N.J., Samsung Electronics America, Inc. (SEA) is a leader in mobile technologies, consumer electronics, home appliances, and enterprise solutions. From our humble beginnings to our position today as a tech leader, our passion for innovation has been the common thread throughout history. We’ve grown into one of THE most recognized global brands. We consider ourselves “relentless pioneers” who push boundaries and defy barriers. The company pushes beyond the limits of today’s technology to provide groundbreaking connected experiences across its large portfolio of products and services, including mobile devices, home appliances, home entertainment, 5G networks, and digital displays. As EPA’s ENERGY STAR® Corporate Commitment Partner, SEA is dedicated to positively impacting the environment through its eco-conscious products, practices, and operations.

People | Excellence | Change | Integrity | Co-prosperity
 

Samsung’s vision is to create a best-in-class customer experience for customers shopping on Samsung.com and the Samsung app Shop, which will be the most strategically important channels for the company. Our desire is to be known by consumers as the ‘go to’ destination to buy Samsung products, where one can get best-in-class E-commerce shopping and customer service experience.  We seek an online sales manager to help build, run, and improve the overall eCommerce sales operation.  In this role, you will manage and optimize our effort to grow sales on Samsung.com and our other digital properties through our proactive chat capability. This includes increasing the number of customers the team interacts with, increasing the conversion rate and average order value of those interactions, and assuring those customers are satisfied with their experience. Additionally, this role will be key in executing innovations in how we reach customers and optimizing operations with our teams. Our ideal candidate prioritizes sales and customer experience, aggressively recommends change, and possesses a strong sense of ownership.

Responsibilities:

• Lead the operational execution of the e-Commerce Customer Service to a sales strategy that delivers value to Samsung.com customers, results in increased sales, and creates a better overall customer experience
• Provide day-to-day support for our outsourced vendors to drive a cycle of continuous improvements.  This also includes participating in weekly and quarterly business reviews and providing feedback to help the vendors succeed in providing the best customer experience
• Lead the identification of emerging issues through daily deep dives of contact drivers and emerging issue reports. Elevate those issues to the appropriate POC to fix customer-impacting issues in real-time
• Supports the efficient operations of our customer service teams by reviewing AHT, identifying outlier behaviors, and addressing them with leadership. Identify root cause and work to correct with appropriate POC
• Establish quality mechanisms and partner with our outsource vendors to improve the customer experience through Live Listen Ins, QA Scorecard Reviews, Secret shopping, and walking the store
• Ensure Operational Excellence by analyzing KPI output and proposing solutions to achieve and succeed in our KPI Goals
• Efficiently and effectively manage third-party teams to ensure we achieve expected service levels at an efficient cost while also creating redundancy
• Work with training and content teams to ensure agents have an effective understanding of our and the competition's products
• Provide governance to third-party service vendors; ensure adherence to policies and procedures
• Own a regular analysis cadence for customer engagement reasons and track key performance metrics

Skills and Experience:

• Bachelor's Degree with 6+ years of directly related experience in sales or service network operations
• Experience leading a sales function of an E-commerce, Retail or Consumer Electronics company
• Project and program management expertise
• Team/People management, including day-to-day coaching
• 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
• The ability to lead a team of employees to a common goal