Specialist, Returns and Exchange

2 weeks ago

Mississauga, Canada Samsung Electronics Full time

Position Summary

At Samsung Electronics Canada, we take pride in the creativity and diversity of our talented people - they are at the forefront of everything we do. Their skillset and mindset drive our continued success. We want the best of the best at Samsung to join our team, not just those who fit into our Culture but those who will ADD to our Culture and make Samsung an even better place to work.

Did we catch your attention yet?

If you want to work for one of the most recognized brands in the world and one of the Top 100 Employers in Canada...and have a ton of fun. then please keep reading

Our Perks:

- Hybrid Working Environment
- Competitive Salary and Performance based incentive plan for all levels
- Employer paid Medical and Dental coverage from day one
- Group RRSP plan that helps you save for the future
- Fantastic employee discount on all Samsung products
- Free on-site gym to get your sweat on
- Subsidized Cafeteria; including free Starbucks coffee/latte machine
- Tuition Reimbursement to keep you learning/Access of Samsung U for

24/7 online learning
- Employee Referral program
- we want great talent like you

The individual is responsible to carry out the mission, vision, core values, critical success factors, objectives, performance measures, targets and improvement direction of the Returns KPI under the direction of the Service Director, SECA, HQ and NAHQ.

Participates and assisting Returns & Exchange Manager working with the Retail Sales Managers and the Retailers

in order for the Returns and Exchange Manager to gain a better understanding of why products are returned. Develop and implement programs and processes that ensure a consistent decrease in returns levels.

Maintain and manage return database and assist improving SECA current and future return reduction initiatives

Maintain and manage Exchange, Refund, Compensation database and assist improving Exchange and Refund process.

Role and Responsibilities
- Manage usage of return reason code for Commercial and Technical Return
- Regularly analyze the return data included commercial return, generating daily/weekly/monthly reports.
- Manage return inspection & GR process at Return 3rd party Company and the input data.
- Identify improvement in the return process
- Analyze returns data and prepare top quality issues and returns statistics by division/product/ dealer
- Monitor Return Inspection and audit GR data from the Return Depot.
- Conduct training and updating Return Depot on any changes to GRMS return inspection codes
- Verify product return claim through system on a daily basis.
- Working and assisting MIS / NAHQ in developing processes for GERP / EP system improvements in order to meet PR / return submission deadlines.
- Verify Return request from Dealer and create RMA number in system
- Provide KPI analytical information to improve service quality based on “Returns” date from HQ, NAHQ, and the SECA Service Organization.
- Create & maintain BI queries used for various fields of the “Product Returns” evaluations.
- Online Return Partner Portal Administration and Management, training and approving new dealer accounts. Assuring user friendly process for Business Partners to submit RA requests
- Audit service return carrier performance in maintaining standard-operating-procedure “SOP” requirements
- Audit, verify and create RDO for Technical Returns required for Service Carrier pickups
- Managing Open RMA KPI, implement resolutions that are not in place to prevent outstanding RAs
- Return Depot management ensuring they are compliance following SECA and HQ policy guidelines
- Management of technical non-sellable aging ensuring weekly salvager billing and accuracy
- PIC for Service and Quality Control system plants and storage locations, auditing inventory accuracy, inventory movement and billing, database record keeping
- Analysis Technical / Service Return and improve recovering costs which will positive impact SECA P/L.
- PIC for return capturing, root cause analysis and database record keeping sent by Return Depots regarding accounts under No Return Agreements.
- Maintain Ad-Hoc “product return” queries.
- Participate and assist Return and Exchange Manager with customer meetings, presentations and return programs implemented
- Assist with Daily Calibration / Performance calls and coaching of 3rd Party Vendors ( EnR Team) ensuring they are meeting exceptional customer service quality and daily ticket execution targets
- Managing performance using Verint and Scores website tools
- EnR call scripts creations and communication corrections
- Drive down the “Product Exchange and Refund” analysis which can be used by Division Head, Service Management and Staff.
- Maintain Ad-Hoc “product exchange and refund” queries created on demand.
- Audit, validate, evaluate and process all incoming S.A.W and return request within desired TAT
- Update and manage master database for each exchange processed while maintaini

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