Sr. Manager, Samsung Care – Retail Service Support

Position Summary

This role is not eligible for immigration sponsorship

Samsung Electronics America, Inc. (SEA), the U.S. Sales and Marketing subsidiary, is a leader in mobile technologies, consumer electronics, home appliances, enterprise solutions and networks systems. For more than four decades, Samsung has driven innovation, economic growth and workforce opportunity across the United States—investing over $100 billion and employing more than 20,000 people nationwide. By integrating our large portfolio of products, services and AI technology, we’re creating smarter, sustainable and more connected experiences that empower people to live better. SEA is a wholly owned subsidiary of Samsung Electronics Co., Ltd.

To learn more, visit Samsung.com. For the latest news, visit news.samsung.com/us.

Role and Responsibilities

Responsible for planning and execution of all Care activities related to Consumer Electronics Retail Channels.

• External (Retailer)
  • Retailer Engagement: Cultivate strong relationships with retailer teams, including Merchant, Service, and Delivery teams, ensuring optimal brand representation in the marketplace.
  • Corporate Support: Act as the main point of contact for Retailer Corporate Teams, addressing their requests and needs, and directing inquiries to the appropriate internal team.
  • Communication Hub: Share relevant updates from Samsung, including new processes, policies, and systems, with internal and external Stakeholders. Serve as the primary contact for retailer Care input, managing concerns, project requests, and coordinating/leading Retailer Care projects.
  • Collaboration with Samsung Service Providers: Coordinate with Samsung Service Providers for efficient repair coordination when needed.

• Internal (Sales, Pro, MSM, etc)
  • Voice of Retailer Escalations Management: Resolve, track, categorize, and report escalations for the VP Sales and Sales team, ensuring effective communication and issue resolution.
  • Internal Support: Provide support and exception management to internal teams handling retail issues, including Dealer Support, T1, Business Center, and MSM team.
  • Sales and Pro Team Support: Assist Sales and Pro teams when contacted by retailers for Care-related issues, offering support for retailer meetings and presenting Care information.
  • Voice of Care: Act as the voice of Care to other departments for Sales/Pro, identifying and addressing Care-related pain points.
  • Project Leadership: Lead Care projects to enhance consumer and retailer experiences, coordinating with internal teams and ensuring effective implementation.
  • Contract Review: Review contracts for new business, ensuring alignment with Care-related processes and standards.
  • Collaboration with MSM Team: Coordinate with the MSM team on store initiatives for Partner Care, fostering a synergistic approach.
  • Repair Support: Work closely with the RSM team to support and expedite repairs as needed.

Skills and Qualifications

• Additional Responsibilities:
  • Active (Service) Team Member: Actively engage with the Service Team, providing prompt and knowledgeable support.
  • Data and KPI Management: Serve as the keeper of relevant data and KPIs, preparing and presenting weekly reports.
  • Issue Mitigation: Prioritize addressing the primary concern: minimizing negative service press from consumers.
  • Proactive Escalation Handling: Take initiative in handling escalations promptly, ensuring no disruptions for stores, consumers, or HQ.
  • Policy Issue Resolution: Proactively identify and address policy issues, contributing to a positive consumer and retailer experience.

Minimum Qualifications

• Bachelor’s degree with 8 years of experience or Master’s/PHD with 6 years of experience
• experience in retail account management – preferably Sales or Customer Care at a Manufacturer
• experience in Customer Relationship Management systems
• experience in developing business justifications
• experience reporting and presenting to senior leadership (VP and SVP)
• understands industry and market trends

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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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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.