Position SummaryThis role is not eligible for immigration sponsorship
Role and ResponsibilitiesRoles and Responsibilities:- Lead and strategically manage a team responsible for the receipt, review, and processing of customer orders for Digital Appliances (e.g., refrigerators, washing machines, ovens, dishwashers, etc.), ensuring operational excellence and adherence to company standards.
- Oversee and optimize the accuracy of data entry and maintenance of order information in SAP and other ERP systems, implementing best practices and ensuring system integrity.
- Develop and enforce processes to verify pricing, product availability, configurations, and delivery timelines before order confirmation, minimizing errors and enhancing efficiency.
- Establish and implement policies for managing order modifications, cancellations, and replacements efficiently and in a timely manner, ensuring customer satisfaction and operational continuity.
- Collaborate with cross-functional teams to coordinate with warehouse and inventory teams, ensuring product availability and allocation while optimizing inventory management.
- Design and execute strategies to resolve delivery issues such as delays, damaged goods, incorrect items, or failed deliveries, reducing risks and improving service levels.
- Create and maintain comprehensive reports for selected accounts to track order timelines and provide order information to customers, leveraging data insights to drive decision-making.
Customer Communication & Relationship Management:- Strategic Customer Engagement: Act as the senior liaison for high-priority customer accounts, ensuring alignment with business goals and fostering long-term relationships.
- Proactive Communication Framework: Develop and implement a structured communication strategy to provide timely updates on order status, ensuring transparency and managing expectations effectively.
- Escalation Management: Oversee and resolve complex, high-impact order issues with a strategic approach, ensuring customer satisfaction and maintaining brand reputation.
- Cross-Functional Collaboration: Strengthen partnerships with key stakeholders across sales, finance, warehouse, and service centers to ensure seamless order resolution and operational efficiency.
Leadership & Process Improvement:- Team Development: Drive leadership initiatives to build a high-performing order management team, focusing on skill development, performance management, and career growth.
- Process Optimization: Lead process improvement projects to identify and implement innovative solutions that enhance order management workflows and operational efficiency.
- Policy Compliance & Best Practices: Establish and enforce company-wide standards for order management, ensuring adherence to policies and industry best practices.
- Performance Metrics & Continuous Improvement: Define and track advanced KPIs to evaluate team performance, identify trends, and implement data-driven strategies for continuous improvement.
Skills and QualificationsMinimum Qualifications:- Bachelor's degree in Finance, Accounting, or a related field.
- 8-10 years of experience in order management, supply chain, or logistics,
- Proven leadership experience managing teams in a fast-paced environment.
- Hands-on experience with SAP, ERP systems, and Sales Portals.
- Proficiency in Microsoft Office Suite (Excel, Word, Outlook, PowerPoint).
- Strong data entry skills with a high level of accuracy.
- Excellent verbal and written communication skills.
- Strong organizational and multitasking abilities.
- Problem-solving mindset with attention to detail.
- Ability to work under pressure and meet tight deadlines.
- Customer-centric attitude with a commitment to service excellence.
- Team player with strong interpersonal skills.
Preferred Qualifications:- Experience in the home appliance or consumer electronics industry.
- Experience with both retail and builder sales channels.
- Knowledge of logistics and supply chain operations.
- Familiarity with international shipping processes and regulations.
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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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