Customer Service Manager Sales Operations E-commerce

5 days ago

Ridgefield Park, New Jersey, United States SAMSUNG Full time

Job Summary

We are seeking an experienced Sales Operations Manager to join our team at Samsung. As a key member of our e-commerce sales operations team, you will be responsible for leading the operational execution of our e-commerce sales strategy, delivering value to our customers, and driving sales growth.

Key Responsibilities

  • Develop and implement strategies to increase traffic, click-through rate, conversion, average order value, and customer satisfaction on our e-commerce platform.
  • Manage third-party teams to ensure efficient and effective service delivery, while maintaining high service levels and controlling costs.
  • Work closely with training and content teams to ensure agents have a deep understanding of our products and services.
  • Provide governance to third-party service vendors, ensuring 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 best-in-class customer experience for our customers shopping on Samsung.com and the Samsung app Shop. Our vision 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.

Why Join 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.

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