Samsung Service Parts Lead

2020 Companies•Minneapolis, MN

4d•Onsite

About The Position

2020 Companies has an immediate full-time Samsung Parts Lead role at a prominent shopping location in New York City. We are seeking a highly motivated and detail-oriented professional with a proven track record in inventory management and a strong understanding of technical support and repair operations. You will be crucial to the success of Samsung's Care division, directly responsible for maintaining optimal parts inventory, ensuring timely tech support and product repair, and driving exceptional customer satisfaction. Your mission: collaborate closely with the client to align stock levels with repair demand, proactively manage aging inventory, and streamline the return process. You will also oversee the chargeback process to ensure fiscal accuracy and contribute significantly to achieving high Net Promoter Score (NPS) results through efficient parts availability. If you have a passion for operational excellence, customer satisfaction, and an innovative mindset to solve for "Yes" for our clients and customers, this is the perfect opportunity for a rewarding career in a fast-paced, tech-forward retail environment. If you are a seasoned professional who thrives on operational excellence, is confident in influencing, and has the strategic mindset to optimize repair inventory for one of the world's most beloved technology brands, this role is for you. You will build collaborative relationships directly with Samsung leadership and redefine the expectations of parts management in a dynamic service environment. You'll be the architect of your success, ensuring technicians have the right parts at the right time, thereby directly impacting customer satisfaction and operational efficiency. Imagine a day when you have meticulously managed inventory, streamlined the chargeback process, and enabled your team to confidently deliver exceptional tech support and repairs, all while achieving outstanding NPS scores. We're looking for someone with a spark who drives not just to meet expectations but to obliterate them. If you're ready to embrace a role where your drive is celebrated and your potential is fully realized, join us and let's create something extraordinary together.

Requirements

Inventory Management Expertise: 3+ years of experience in inventory management, preferably in a retail or technical service environment, with a strong focus on parts and supply chain.
Technical Understanding: Demonstrated understanding of technical repair processes and the critical role of parts availability in customer service delivery.
Client Collaboration: Proven ability to work directly with clients and internal stakeholders to manage expectations, forecast demand, and resolve inventory-related challenges.
Financial Acumen: Experience with chargeback processes, reconciliation, and understanding the financial impact of inventory management.
Problem Solver: A natural problem-solver and analytical thinker who can navigate workload pressure with ease and identify innovative solutions.
Customer Focus: Strong customer focus with a passion for delivering exceptional experiences and ensuring high satisfaction levels, contributing to high NPS scores.
Situational Adaptability: Highly adaptable with an eye for detail and a passion for teamwork and innovation.
Ability to multitask in a fast-paced, tech-forward environment.
Product Knowledge: The ability to quickly acquire and sustain a high level of product knowledge regarding Samsung products and their components.
Proficiency in cloud-based computer systems (Salesforce, iCIMS, ERP/inventory systems, etc.) and MS Office
Ability to work retail service and weekend hours frequently

Nice To Haves

Prior experience in a customer service or customer care environment is beneficial

Responsibilities

Strategic Inventory Management: Maintain optimal parts inventory levels by collaborating directly with the client to align stock with repair demand.
Proactively manage aging inventory to ensure a timely return process, minimizing waste and maximizing efficiency.
Enable Timely Tech Support & Repair: Samsung Repair Technicians to understand their needs and provide access to critical components.
Ensure the continuous availability of necessary parts to facilitate timely and effective tech support and product repair services.
Work closely with Samsung Repair Technicians to understand their needs.
Manage Return/Chargeback Process: Oversee and manage the chargeback process to ensure accurate and efficient handling of all related documentation and financial reconciliation.
Drive Customer Satisfaction (NPS): Directly contribute to achieving and maintaining Net Promoter Score (NPS) well above industry standards through seamless parts availability and efficient repair enablement.
Client Relationships: Build and maintain strong, influential relationships with key client stakeholders regarding inventory forecasting, stock levels, and supply chain efficiency.
Operational Excellence: Implement and refine processes for parts receiving, storage, distribution, and disposal.
Identify and implement innovative solutions to enhance operational efficiency and reduce costs.
Data Analysis & Reporting: Track and analyze parts inventory performance, identifying trends and providing regular reports to management.
Utilize data to inform decisions regarding stock optimization and process improvements.
Innovative Mindset: Continuously seek creative solutions and implement new strategies to enhance customer satisfaction and operational efficiency, ensuring we always solve for "Yes" for our clients and customers.