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Director of Customer Service, eCommerce
Samsung
Bellevue, WA, United States
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Position Summary
Samsung’s vision is to create a best in class customer experience for customers shopping on Samsung.com and Shop Samsung app, 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 a Director of Customer Service Operations to run, re-engineer and improve the function overall. In this role, you will manage, govern, and optimize a network of service providers, define customer service policies, set and track KPIs, and work cross-functionally with E-Commerce Business and Engineering teams to drive improvements in the quality of service we provide to the customers. Our ideal candidate prioritizes customer experience and the customer journey in their strategic approach; aggressively recommends change; and brings process innovation, and possesses a strong sense of ownership.
Role and Responsibilities
Key Responsibilities
• Lead the development and implementation of E-Commerce customer service strategy and its operational execution that delivers value to Samsung.com customers, results in reduction of customer contacts and creates better customer experience overall.
• Own E-Commerce customer satisfaction and other key operational metrics, ensuring that resources are rapidly dispatched, trained and enabled with tools to resolve customer issues the “first time right.”
• Identify the largest areas of opportunity to improve customer experience, reduce contacts, cost of service, and work with E-Commerce Product and Engineering teams to design and implement solutions.
• Partner with SEA Customer Service Division to manage a sizable team of customer service representatives across multiple vendors.
• Optimize service levels; identifying and solving for gaps in coverage and evaluating service providers.
• Provide governance to customer service vendors; insures adherence to new policies and procedures.
• Own a regular analysis cadence for customer contact reasons and track key performance metrics.
• Establish and manage relationships with key internal and external stakeholders (Supply Chain Management, Fulfilment, E-Commerce business management, etc.)
Experience Requirements
• Bachelor's Degree with 15+ years of directly related experience in field service or service network operations (ideally dispatching technicians into a customer's home)
• Experience leading a customer service function of an E-commerce, Retail or Consumer Electronics company.
• Demonstrated ability to balance operations and implement strategic/innovative solutions
• Project and program management expertise.
• Team/People management inclusive of both day to day coaching with an emphasis on career development.
Other Professional Attributes
• 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.
• Read and interpret detailed and complex technical documentation.
• The ability to lead a team of employees to a common goal.
• Ability to work in a team environment, in order to achieve personal and project team goals and to complete projects within established time frames.
• The ability to accept tasks and problems/situations that differ, requiring creativity to search for solutions among learned consequences.