Exchange and Refund Specialist

Position Summary

Headquartered in Englewood Cliffs, N.J., 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

The Exchange and Refund (ENR) Specialist is responsible for managing the daily operations of the Samsung Exchange and Refund program. This role involves overseeing the return process from inbound at the warehouse to final product disposition. Manage the customer exchange process through refurbishment of B-Goods and ensure the receipt of all returned products. Work closely with Repair Team, 3PL and Call Center to provide a best-in-class customer service for exchanges.

Role & Responsibilities

• Manage Third Party Vendors to adhere to KPI target
• Manage warehouse inventory of returned goods
• Work with Repair Team for Refurbishment of Products for future customer exchanges
• Partner with stakeholders to define SOPs for all processes with Third Party Vendors
• Process scrap for aging product
• Work with supply chain for allocation for inventory as needed
• Work with Logistics for movement of goods between warehouses
• Manage and process claims for Return Loss
• Understanding of technical processes and integration between systems
• Partner with VOC / Call Center and vendors to address escalations
• Host weekly performance calls with all stakeholders to review vendor's performance and drive improvements

Skills and Qualifications

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.

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.