Senior Specialist II, Customer Experience and Ambassadorship

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 have a ton of fun…. then please keep reading

Our Perks:

• Fantastic employee discount on all Samsung products

• 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

• Free on-site gym to get your sweat on

• Subsidized Cafeteria; including free Starbucks coffee/latte machine

• 4-day in-office work schedule Monday through Thursday – with Friday remaining a flex day to work remotely

• Tuition Reimbursement to keep you learning/Access of Samsung U for 24/7 online learning

• Employee Referral program- we want great talent like you

• Virtual Pet Care-to ensure the well-being and health of your beloved furry companions

• Additional Well Being Days for better work life-balance

The Senior Specialist II, Customer Experience and Ambassadorship will focus on building positive customer relationships and representing the Samsung Service Brand, going above and beyond to ensure customer satisfaction. Responsible for handling inquiries, addressing concerns, distributing service guides and promoting the brand through various channels, often interacting directly with retailers, customers and consumers in person, online, or over the phone.

Responsible for growing, managing, overseeing the brand reputation for Samsung Canada customer service. Execute and lead cross-functional projects and initiatives to deliver process improvements, lean strategies, and best practices in areas of Service delivery. Visit Dealers/Retailers locally and within Canada to measure the perception and to promote the Samsung Service Brand. Support the implementation of initiatives to drive customer loyalty, product quality perception and consumer confidence in the Samsung consumer electronic product.

Role and Responsibilities

• Engage in a friendly, professional, and helpful manner with Retailers/Dealers/Consumers/Customers.
• Respond to customer questions, requests, and concerns promptly and accurately.
• Investigate and resolve customer issues efficiently and effectively.
• Promote the Samsung Service brand and create Service Awareness through positive interactions and feedback.
• Assist with Customer Retention Management sales efforts and promotional activities, when applicable.
• Gather and report customer feedback to improve service and product quality.
• Maintain accurate records of retailer, consumer and customer interactions and resolutions.
• Work with team members and other departments to ensure seamless customer service.
• Diagnose the root cause of problems, and implement solutions.
• Maintain accurate field service visit documentation and issue resolution.
• Consult and advise leadership on process and performance improvement opportunities that will foster growth, improve customer satisfaction, and operational efficiencies. 
• Develop, execute, and manage operational project plans, field visit schedules, followed by managing vendor issues.
• Develop and foster strong working relationships with all vendors, stakeholders, management, and suppliers.
• Develop service campaigns to include a complete media mix including PR, owned and paid media.
• Design and create printed marketing materials such as flyers, brochures etc.
• Collaborate with vendors for Samsung service branded merchandise.
• Distribute service manuals on process to retailers, customers and consumers. Develop a Branded Service scorecard to manage vendor performance and compatibility with the Samsung business.
• Use strategically consumer feedback and market data when necessary, and additional support to the sales teams.
• Work collaboratively with internal Service teams and functions with the overall aim of meeting customer expectations and business objectives.
• Provide KPI analytical information to improve customer service quality based on requests from HQ, NAHQ, and the Service Organization.  
• Develop Service Awareness programs and innovative activities that will ensure Samsung Service can provide best in class service delivery.
• Responsible for ADHOC departmental requests that are within scope of job function.

Skills and Qualifications

Requirements

Education:

• A bachelor's degree in Marketing/Customer Service or a related field. Experience through internships or mid-level roles in the consumer electronics industry, along with certifications specific to marketing and or customer service.

Knowledge

• Prior experience in customer service.
• Excellent verbal and written communication skills.
• Friendly, approachable, and outgoing personality.
• Working knowledge of social media platforms and tools.
• Ability to create engaging content that aligns with brand guidelines.
• Strong communication skills: excellent verbal and written communication abilities are crucial for interacting with retailers/customers.
• Customer service skills: experience in providing excellent customer service and handling inquiries effectively.
• Problem-solving skills: ability to analyze customer issues and find appropriate solutions.
• Interpersonal skills: ability to build rapport and positive relationships with customers.
• Empathy and patience: ability to understand and connect with customers, especially during challenging situations.
• Adaptability: willingness to learn and adapt to changing customer needs and situations.
• Product knowledge: familiarity with the company's products and services.
• Teamwork skills: ability to collaborate effectively with other team members.
• Motivation and enthusiasm: a positive and enthusiastic attitude is essential for representing the brand.
• Excellent ability to execute and align with corporate brand guidelines.
• Strong proficiency in Excel, Word, PowerPoint and other MS Office applications.
• Experience in Adobe Creative Suite (Photoshop, Illustrator, InDesign & Premiere Pro).

Experience:

• A minimum of 3-5 years related experience working in operations field preferred.
• A minimum of 2-3 year experience working in marketing/field marketing/customer service/ service an asset.
• A minimum of 2-5 years working with external vendors, customers and or agencies.
• A minimum of 3-5 years in product/process/customer service/marketing/awareness management.

Travel:

• This role may require travel.

Samsung is an equal employment opportunity employer.

Samsung has an accommodation process in place and provides accommodations for job applicants with disabilities as appropriate. Assessment and selection materials and procedures can be made available in accessible formats and methods as appropriate.  If you require a specific accommodation because of disability or medical need, please let us know when selected to take part in our recruitment process so that reasonable arrangements can be made for the appropriate accommodations to be in place as you move through our process.

We thank you for your interest in working for Samsung. Only candidates selected for an interview will be contacted.

Please note that we reserve the right to remove or modify job postings at any time.

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