Position Summary

Role and Responsibilities

Customer Service Mgr. Sales Operations, eCommerce      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 optimizing operations with the teams we work with.  Our ideal candidate prioritizes sales and customer experience, aggressively recommends change, and possesses a strong sense of ownership.

Role and Responsibilities:

Lead the operational execution of the e-Commerce sales strategy that delivers value to Samsung.com customers, results in increased sales, and creates a better overall customer experienceEffectively leverages data to identify the largest areas of opportunity to increase traffic, click-through rate, conversion, average order value, and customer satisfactionEfficiently and effectively manage third-party teams to ensure we achieve expected service levels at an efficient cost while also creating redundancyWork with training and content teams to ensure agents have an effective understanding of our and the competition's productsProvide governance to third-party service vendors; ensure adherence to policies and proceduresOwn 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 operationsExperience leading a sales function of an E-commerce, Retail or Consumer Electronics companyProject and program management expertiseTeam/People management, including day-to-day coachingDemonstrated 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 decisionsPlan, organize and prioritize multiple complex assignments and projectsThe ability to lead a team of employees to a common goalAbility to work in a team environment to achieve personal and project team goals and to complete projects within established time framesAbility to motivate large groups of team members to achieve above and beyond their current capability

Physical/Mental Demands and Working Conditions: The position requires the ability to perform the essential duties and responsibilities in the following environment:

Work is generally performed in an office environmentOperate a computer keyboard and view a video display terminal 50% of work time, including prolonged periodsMost of the time, the movement and transportation of equipment under 25 poundsPerforms work under time schedules and stresses which are normally periodic or cyclical, including time-sensitive job stress, fatigue, unpaid over-time, intellectual challenge, constant technical data feedback, language barriers, and business management stressMachines, tools, equipment, and work aids representative and commonly associated with PCs, printers, and office work areasFrequently works additional hours beyond normal scheduleUnder very little direct supervision with a high level of responsibility to apply general policies and guidelines where decisions are seldom monitored and consequences of decisions adversely affect operating results and management decisionsComplete access to confidential company data where disclosure may jeopardize the company’s competitive position

Life @ Samsung - https://www.samsung.com/us/careers/life-at-samsung/

Benefits @ Samsung - https://www.samsung.com/us/careers/benefits/

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Skills and Qualifications

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At Samsung, 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.

* Samsung Electronics America, Inc. and its subsidiaries are committed to employing a diverse workforce, and  provide Equal Employment Opportunity for all individuals regardless of race, color, religion, gender, age, national origin, marital status, sexual orientation, gender identity, status as a protected veteran, genetic information, status as a qualified individual with a disability, or any other characteristic protected by law.

Reasonable Accommodations for Qualified Individuals with Disabilities During the Application Process

Samsung Electronics America is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application process. If you have a disability and require a reasonable accommodation in order to participate in the application process, please contact our Reasonable Accommodation Team (855-557-3247) or SEA_Accommodations_Ext@sea.samsung.com for assistance. This number is for accommodation requests only and is not intended for general employment inquiries.