Skills

Microsoft Powerpoint
Microsoft Word
Microsoft Excel
Microsoft Outlook
Customer service

Benefits

On-site gym
Dental care
Tuition reimbursement

Position Summary

At Samsung Electronics Canada, we take pride in the creativity and diversity of our talented people – they are at the forefront of everything we do. Their skillset and mindset drive our continued success. We want the best of the best at Samsung to join our team, not just those who fit into our Culture but those who will ADD to our Culture and make Samsung an even better place to work.
Did we catch your attention yet?
If you want to work for one of the most recognized brands in the world and one of the Top 100 Employers in Canada…and have a ton of fun…. then please keep reading!

Our Perks:

Hybrid Working Environment
Competitive Salary and Performance based incentive plan for all levels
Employer paid Medical and Dental coverage from day one
Group RRSP plan that helps you save for the future
Fantastic employee discount on all Samsung products
Free on-site gym to get your sweat on
Subsidized Cafeteria; including free Starbucks coffee/latte machine
Tuition Reimbursement to keep you learning/Access of Samsung U for

24/7 online learning

Employee Referral program- we want great talent like you!

The individual is responsible to carry out the mission, vision, core values, critical success factors, objectives, performance measures, targets and improvement direction of the Returns KPI under the direction of the Service Director, SECA, HQ and NAHQ.

Participates and assisting Returns & Exchange Manager working with the Retail Sales Managers and the Retailers
in order for the Returns and Exchange Manager to gain a better understanding of why products are returned. Develop and implement programs and processes that ensure a consistent decrease in returns levels.
Maintain and manage return database and assist improving SECA current and future return reduction initiatives

Responsible to execute all pending exchanges, refunds, compensations , happy call verification requests in a timely manner. Ensuring all customer requirements whether B2B or B2C are satisfied and consistent updates are provided while prioritizing tasks to ensure appropriate completion. Maintain and supervise EnR email inbox and provide daily summary update to Manager, Return and Exchange.

Maintain and manage Exchange, Refund, Compensation database and assist improving Exchange and Refund process.

Role and Responsibilities

Manage usage of return reason code for Commercial and Technical Return
Regularly analyze the return data included commercial return, generating daily/weekly/monthly reports.
Manage return inspection & GR process at Return 3rd party Company and the input data.
Identify improvement in the return process
Analyze returns data and prepare top quality issues and returns statistics by division/product/ dealer
Monitor Return Inspection and audit GR data from the Return Depot.
Conduct training and updating Return Depot on any changes to GRMS return inspection codes
Verify product return claim through system on a daily basis.
Working and assisting MIS / NAHQ in developing processes for GERP / EP system improvements in order to meet PR / return submission deadlines.
Verify Return request from Dealer and create RMA number in system
Provide KPI analytical information to improve service quality based on “Returns” date from HQ, NAHQ, and the SECA Service Organization.
Create & maintain BI queries used for various fields of the “Product Returns” evaluations.
Online Return Partner Portal Administration and Management, training and approving new dealer accounts. Assuring user friendly process for Business Partners to submit RA requests
Audit service return carrier performance in maintaining standard-operating-procedure “SOP” requirements
Audit, verify and create RDO for Technical Returns required for Service Carrier pickups
Managing Open RMA KPI, implement resolutions that are not in place to prevent outstanding RAs
Return Depot management ensuring they are compliance following SECA and HQ policy guidelines
Management of technical non-sellable aging ensuring weekly salvager billing and accuracy
PIC for Service and Quality Control system plants and storage locations, auditing inventory accuracy, inventory movement and billing, database record keeping
Analysis Technical / Service Return and improve recovering costs which will positive impact SECA P/L.
PIC for return capturing, root cause analysis and database record keeping sent by Return Depots regarding accounts under No Return Agreements.
Maintain Ad-Hoc “product return” queries.
Participate and assist Return and Exchange Manager with customer meetings, presentations and return programs implemented
Assist with Daily Calibration / Performance calls and coaching of 3rd Party Vendors ( EnR Team) ensuring they are meeting exceptional customer service quality and daily ticket execution targets
Managing performance using Verint and Scores website tools
EnR call scripts creations and communication corrections
Drive down the “Product Exchange and Refund” analysis which can be used by Division Head, Service Management and Staff.
Maintain Ad-Hoc “product exchange and refund” queries created on demand.
Audit, validate, evaluate and process all incoming S.A.W and return request within desired TAT
Update and manage master database for each exchange processed while maintaining accuracy
Provide reporting manager daily ticket tracking summary report on each agent performance to make sure TAT is met.
Tracking summary report to include top FOC exchanges by product category, SKU, ASC info, defect reason
Ensure the Exchange and Refund Agents are meeting daily TAT targets
Forecasting with Supply Chain Management to secure stock required for exchanges
Purchase Order Management – release FFP block – line schedule hold to drop orders
Submitting FOC orders to Service Exchange logistics carriers
Liaise between call centre agents, Office of the President, Legal and service admin staff to ensure all appropriate information is provided to complete a transaction.
Assist OOP on Claim & Risk management when related to EnR tickets
Process all pending exchanges, refunds and compensations on specified list for that day
Track all pending exchanges, refunds and compensations from start to finish

Skills and Qualifications

Education:

Diploma or Degree from an accredited College or University preferred
Project Management certification ideal

Knowledge:

SAP
Microsoft Office (Intermediate Excel, Word, Outlook, PowerPoint)
Strong communication and presentation skills

Experience:

3-5 years experiences as customer service rep, product support specialist, or as a field or lab technician preferred.
3-5 years of technical support experience with Consumer Electronic Products preferred.
Above average analytical skills.
Above average customer service skills. Technically inclined. Motivated with excellent time management skills.
A skilled or highly-skilled specialist that completes tasks in resourceful and effective ways
May contribute to the development of concepts and techniques as well as complete complex tasks in creative and effective ways
Works on assignments, including complex assignments, requiring considerable judgement and initiative
May determine methods and procedures on new assignments
May mentor or coach team members
Typically requires a minimum 5 years of experience since TB1

Samsung is an equal employment opportunity employer.

Samsung has an accommodation process in place and provides accommodations for job applicants with disabilities as appropriate. Assessment and selection materials and procedures can be made available in accessible formats and methods as appropriate. If you require a specific accommodation because of disability or medical need, please let us know when selected to take part in our recruitment process so that reasonable arrangements can be made for the appropriate accommodations to be in place as you move through our process.

We thank you for your interest in working for Samsung. Only candidates selected for an interview will be contacted.

#LI-DJ1

#LI-Hybrid

#indhigh

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Samsung Electronics is Looking for Specialist, Returns and Exchange Full Time

Samsung Electronics

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Samsung Electronics is Looking for Specialist, Returns and Exchange Full Time

Samsung Electronics

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