Senior Specialist, Exchange & Returns Operations

Samsung•Plano, TX

About The Position

Samsung Electronics America is hiring a Senior Specialist to oversee and execute customer exchange orders and ensure successful fulfillment. The role involves coordinating communication and support with logistics, warehouse teams, third-party trucking companies, and internal agent groups processing orders. It may also expand to managing pending exchange and return cases, including post-fulfillment processes. The specialist oversees external outsourcing partners, monitors performance and enforces compliance for exchange cases, and acts as a gatekeeper for Mobile eXperience (MX) and Consumer Electronics (CE) exchange orders to reduce delays and support customer satisfaction. The role also focuses on improving exchange-order processes through automation and efficiency, managing KPI performance against goals, and maintaining adequate fulfillment coverage. The position requires cross-functional coordination, invoice processing for a third-party fulfillment vendor, and the ability to work in a fast-paced, high-pressure, multicultural environment while meeting deadlines. The position is based at Samsung Electronics America, headquartered in Plano, Texas. Immigration sponsorship is not available for this role.

Requirements

Bachelor's degree.
At least 4 years of experience in a related field.
Experience handling data and deriving strategic insights to identify abnormal claim trends, return trends, and opportunities to minimize return losses.
Experience seeing projects through the full life cycle, with strong project management and work execution skills.
Experience strategizing, navigating, and solving problems creatively.
Strong analytical skills and proficiency with Microsoft Office tools such as Word, Excel, and Access, as well as analytical or database tools such as SAP, Business Intelligence, and Tableau.
Strong interpersonal skills and resourcefulness.
Professional verbal and written communication skills.
Ability to multitask in a fast-paced, high-pressure, multicultural environment and meet deadlines.

Responsibilities

Oversee external outsourcing partners, monitor their performance, and enforce compliance related to exchange cases.
Act as gatekeeper for MX and CE exchange orders to reduce delays and support customer satisfaction.
Develop process improvements for exchange orders, including automation and efficiency improvements.
Manage performance against key performance indicator (KPI) goals.
Ensure adequate coverage options are maintained to fulfill requested orders.
Collaborate with logistics, warehouse, supply chain, third-party vendors, and internal care teams to support customer and Samsung requirements.
Process invoices for the third-party vendor supporting order fulfillment.
Coordinate communications and support with logistics, warehouse teams, third-party trucking companies, and internal agent groups processing orders.
Oversee and execute customer exchange orders and ensure successful fulfillment.
Potentially manage pending exchange and return cases, including post-fulfillment processes.