Senior Fulfillment Manager
4 weeks ago
The Senior Fulfillment Manager will be responsible for leading the tactical day-to-day operations for ecommerce fulfillment and executing strategic objectives of process and system improvements. This includes running monitoring open returns orders daily, working with internal teams to understand root causes and develop strategy and execution to reduce ecommerce returns. The ideal candidate will have experience managing a team and working directly with fulfillment providers and internal partners to quickly resolve and have returns processed on time and fix orders that are outside our service level.
Key Responsibilities
• Run day-to-day eCom Returns operations by reviewing open returns with your team and collaborating with internal teams to reconcile systems and close out open orders
• Develop overall returns reduction strategy by examining root cause, define report requirements to measure, and execute initiatives to reduce returns
• Develop a strategy for automating returns fraud detection and reduction
• Work with Customer Service, Finance, Category Teams, and Ecommerce leadership on strategic projects and prioritizing returns reduction initiatives getting buy-in on strategy
• Work with our Logistics team to create processes around returned products and driving recovery sales through inventory tracking and fulfillment of returned products
• Develop processes to manage returns exceptions for lost in transit and any other exceptions to provide
• Track defects and develop a full reconciliation of open returns to understand the root cause
• Partner with customer service team and business owners to understand return behavior and develop policy to improve business performance and customer experience
• Monitor and take action on exception reporting and understand measurements of KPI's for return rates, return reasons, and defect exceptions
Requirements
• Bachelor's degree required
• 8+ years of relevant experience in fulfillment or ecommerce business operations
• Ecommerce Returns Management Experience is a strong advantage
• Six Sigma experience is highly preferred
• Experience with high-volume direct-to-consumer ecommerce fulfillment illustrating process and KPI improvements to scale growth
• Experience using Microsoft PC software including extensive use of Excel spreadsheets, Word, Access, and SAP business systems, or similar sales order management software application
About Samsung Electronics America, Inc.
Samsung Electronics America, Inc. is committed to employing a diverse workforce and provides Equal Employment Opportunity for all individuals regardless of race, color, religion, gender, age, national origin, marital status, sexual orientation, gender identity, status as a protected veteran, genetic information, status as a qualified individual with a disability, or any other characteristic protected by law.
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 () or
for assistance. This number is for accommodation requests only and is not intended for general employment inquiries.
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