Customer Service Manager Sales Operations E-commerce

5 days ago

Ridgefield Park, New Jersey, United States SAMSUNG Full time

Job Summary

Samsung is seeking an experienced Customer Service Manager Sales Operations E-commerce to lead the operational execution of our e-commerce sales strategy. This role will be responsible for delivering value to our customers, increasing sales, and creating a better overall customer experience.

Key Responsibilities

  • Lead the operational execution of the e-commerce sales strategy to deliver value to customers, increase sales, and create a better customer experience.
  • Effectively leverage data to identify opportunities to increase traffic, click-through rate, conversion, average order value, and customer satisfaction.
  • Manage third-party teams to ensure expected service levels at an efficient cost while creating redundancy.
  • Work with training and content teams to ensure agents have an effective understanding of our products and the competition.
  • Provide governance to third-party service vendors to 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 in 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.
  • 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.

About Samsung

Samsung is a leader in mobile technologies, consumer electronics, home appliances, and enterprise solutions. We are committed to creating a diverse workforce and providing equal employment opportunities for all individuals.

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