Customer Service Mgr. Sales Operations eCommerce

Samsung - Ridgefield, NJ

Full-time - Mid Level

Ridgefield, NJ

Merchant Wholesalers, Durable Goods

About the position

Samsung Electronics America, Inc. (SEA) is seeking a Customer Service Manager for Sales Operations in eCommerce, based in Ridgefield Park, NJ. This role is pivotal in enhancing the customer experience on Samsung's digital platforms, including the Samsung app Shop. The company is committed to being recognized as the premier destination for purchasing Samsung products, providing an exceptional eCommerce shopping experience. The ideal candidate will lead efforts to optimize sales operations, focusing on increasing customer interactions, conversion rates, and average order values while ensuring customer satisfaction. This position requires a proactive approach to identifying and resolving customer issues, implementing innovative strategies to reach customers, and optimizing operational processes. In this role, the Customer Service Manager will oversee the operational execution of eCommerce customer service aligned with sales strategies that deliver value to customers and drive sales growth. Responsibilities include managing outsourced vendors, conducting business reviews, and providing feedback to enhance customer service quality. The manager will analyze key performance indicators (KPIs) to ensure operational excellence and propose solutions to meet KPI goals. Additionally, the role involves collaborating with training and content teams to ensure that customer service agents are well-informed about Samsung and competitor products. The position demands strong leadership skills, as the manager will be responsible for coaching team members, motivating them to exceed performance expectations, and managing third-party service vendors to ensure compliance with company policies. The successful candidate will possess excellent communication skills, both written and oral, to effectively engage with internal and external stakeholders at all levels of the organization. This role is essential for driving continuous improvement in customer service operations and enhancing the overall customer experience with Samsung's eCommerce platforms.

Responsibilities

• Lead the operational execution of the e-Commerce Customer Service to a sales strategy that delivers value to Samsung 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, including participating in weekly and quarterly business reviews
• Lead the identification of emerging issues through daily deep dives of contact drivers and emerging issue reports, elevating those issues to the appropriate POC to fix customer-impacting issues in real-time
• Support the efficient operations of our customer service teams by reviewing AHT, identifying outlier behaviors, and addressing them with leadership
• 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

Requirements

• 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
• Ability to work in a team environment to achieve personal and project team goals and to complete projects within established time frames
• Ability to motivate large groups of team members to achieve above and beyond their current capability