Senior Specialist, Exchange & Returns Operations

Samsung Electronics•Plano, TX

About The Position

The Senior Specialist, Exchange & Returns Operations oversees and executes customer exchange orders and ensures successful fulfillment. The role involves coordinating communication and support among logistics and warehouse teams, third-party trucking companies, and internal agent groups processing orders. There may be an opportunity to expand into management of overall exchange and return pending cases, including post-fulfillment processes. The position also supports exchange-order performance, partner oversight and compliance, process improvement, KPI management, fulfillment coverage, and invoice processing. It requires cross-functional collaboration and the ability to work in a fast-paced, high-pressure, multicultural environment while meeting deadlines.

Requirements

Bachelor's degree and 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 loss.
Experience managing projects through the full life cycle, with strong project management and work execution skills.
Experience strategizing, navigating, and solving problems creatively.
Professional verbal and written communication skills.

Responsibilities

Oversee external outsourcing partners, monitor performance, and enforce compliance related to exchange cases.
Act as gatekeeper for MX and CE exchange orders to reduce delays.
Develop process improvements for exchange orders, including automation and efficiency improvements.
Manage performance against KPI goals.
Ensure appropriate 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.
Manage multiple tasks in a fast-paced, high-pressure, multicultural environment and meet deadlines.
Use analytical skills and Microsoft Office applications, including Word, Excel, and Access, as well as analytical or database tools such as SAP, Business Intelligence, and Tableau.
Use strong interpersonal skills and resourcefulness, and communicate professionally verbally and in writing.