Position Summary
Position Summary
We are looking for an energetic, self-motivated manager who is operationally focused and has a keen eye to detail, strives for accuracy and is driven by process improvement.
This dynamic role will provide operational support to the Sales, Logistics and Service organizations of Samsung Canada through the management of a team of local specialists and an outsourced team located off shore.
Responsible for managing the end to end order management for all external customers and internal service and sample orders for Samsung. The Operations Manager will ensure the accuracy of all orders and information in all relevant systems and will seek to find improvements in the order management processes and policies to ensure results are delivered. Establishing and maintaining strong business relationships with both sales management, customers and marketing teams will be key to success in this role.
Sales support will also include the management of the product return processes, pricing submissions and release, and managing the logistics portion of the Product Sample program including warehousing, logistics and product tracking and reporting.
Direct to consumer order to delivery is a growing area for Samsung and this role will include a focus on developing new processes and implementing them and managing these orders.
The successful Operations Manager will be responsible for the management and career development of direct staff and the management of an outsourced team located in the Dominican Republic.
Role and Responsibilities
- Establish clear goals and metrics for direct reports and effectively manage the Corporate Operations Teams performance
- Recruit, coach, and manage staff performance, by providing appropriate feedback and assisting with staff development and/or improvement plans. Foster a culture of openness, innovation, and support within the work environment
- Develop, implement and communicate departmental policies and delivery as well as manage team to Corporate policies, standards and procedures
- Responsible to establish and execute operating procedures for our 3rd Party outsourced support team ensuring roles, metrics, training and reporting are clear and implemented
- Oversee the management of our Product Sample program ensuring all assets are accounted for according to company guidelines and policies. Ensure all sample contracts result in a delighted customer experience
- Create relevant KPIs related to the Sample Management program and ensure timely and accurate reporting
- Manage all aspects of the order management system ensuring 100% up time and accuracy of orders processed. Orders consist of normal orders, home delivery orders, special price (VIP) orders, employee orders, B goods sales orders, B2B and B2C order splits, and internal procurement (MKT sample) orders
- Create relevant KPIs related for order management and ensure timely and accurate reporting
- Manage customer EDI set-up, maintenance, and new model mapping
- Create and up-date ETA processes and systems for accurate and timely reporting of deliveries to customers and to sales and SCM representatives and ensure all issues with orders are addressed on a timely basis
- Anticipate escalations and take over calls/emails that team members can’t handle
- Manage the develop and implement enhancements to all order management systems ensuring efficient flow of orders and information
- Responsible for overseeing the creation and implementation of policies and procedures for new accounts, products and sales and marketing programs as it relates to order management and reporting
- Recommend pricing program improvements on new sales programs being implemented as needed
- Follow up with customers and reviewing return requests with internal departments for clear resolution (Credit, logistic, MIS and Sales teams) and to try and resolve and save the sale with customer
- Responsible for creating, supporting and maintaining special order types such as Extended Warranty, Software and Knox license key orders through multiple Samsung internal systems
- Reviewing and analyzing pricing updates daily for all divisions and resolving all issues and up-date systems on a timely basis
- Support Business Sales teams by managing the processes for identifying and accurately reporting B2B orders for our Mobile and IT Division
- Processes must be created and implemented to ensure new customers and order types result in a proper allocation between B2C and B2B
- Responsible for managing audit requests both internal and external for the Corporate Operations team
- Managing all ad hoc requests for the Corporate Operations team
Skills and Qualifications
Education:
- University degree or college diploma or relevant experience required
Knowledge:
- Expert knowledge of SAP is required, specifically of the Sales and Distribution module
- Customer Service Management Skills
- Experience in project management and methodologies is an asset
- EDI systems and processes exposure
- Order Management Processes
- High proficiency in Excel, Word, PowerPoint and other office products
Experience:
- 5-7 years of progressive experience in relevant fields (Operations, Order Management, Logistics and Supply Chain, Project Management) is preferred with 5 years at the management level
- EDI implementation and management is preferred
- SAP ERP System knowledge is required
- Third party management and management of remote teams
The salary range for this role is expected to be between $93,000 to $128,000 and reflects base salary only. Actual pay will be determined based on a number of factors and may vary depending on job-related knowledge, competencies, qualifications, relevant skills and experience. This posting is for a current job vacancy.
The total rewards package for a Regular Full-Time employee may include a variable incentive, savings matching (RRSP/TFSA/NRSP), extended health and dental benefits with spending accounts, wellness and well-being benefits, development opportunities, and other employee perks.
