Senior Manager - Digital Appliance Order Management - Sales Enablement Team

Position Summary
This role is not eligible for immigration sponsorship
Samsung Electronics America (SEA) is a leader in mobile technologies, consumer electronics, home appliances, enterprise solutions and networks systems. Across each of these areas, our work drives innovation, economic growth and workforce opportunity in the United States.
For nearly five decades, Samsung has been at the forefront of technological advancements, investing over $100 billion and creating more than 20,000 jobs nationwide. Our mission? To integrate cutting-edge products, services, and AI technology to deliver smarter, sustainable, and more connected experiences that empower people to live better.
As a wholly owned subsidiary of Samsung Electronics Co., Ltd., SEA offers opportunities to work alongside global visionary thinkers and innovators who are passionate about making a difference. Explore the exciting opportunities at Samsung Electronics America and discover how you can make an impact.
To learn more, visit Samsung.com. For the latest news, visit news.samsung.com/us.
Role and Responsibilities
Roles and Responsibilities:
Lead and strategically manage a team responsible for the receipt, review, and processing of customer orders for Digital Appliances (e.g., refrigerators, washing machines, ovens, dishwashers, etc.), ensuring operational excellence and adherence to company standards.
Oversee and optimize the accuracy of data entry and maintenance of order information in SAP and other ERP systems, implementing best practices and ensuring system integrity.
Develop and enforce processes to verify pricing, product availability, configurations, and delivery timelines before order confirmation, minimizing errors and enhancing efficiency.
Establish and implement policies for managing order modifications, cancellations, and replacements efficiently and in a timely manner, ensuring customer satisfaction and operational continuity.
Collaborate with cross-functional teams to coordinate with warehouse and inventory teams, ensuring product availability and allocation while optimizing inventory management.
Design and execute strategies to resolve delivery issues such as delays, damaged goods, incorrect items, or failed deliveries, reducing risks and improving service levels.
Create and maintain comprehensive reports for selected accounts to track order timelines and provide order information to customers, leveraging data insights to drive decision-making.
Customer Communication & Relationship Management:
Strategic Customer Engagement: Act as the senior liaison for high-priority customer accounts, ensuring alignment with business goals and fostering long-term relationships.
Proactive Communication Framework: Develop and implement a structured communication strategy to provide timely updates on order status, ensuring transparency and managing expectations effectively.
Escalation Management: Oversee and resolve complex, high-impact order issues with a strategic approach, ensuring customer satisfaction and maintaining brand reputation.
Cross-Functional Collaboration: Strengthen partnerships with key stakeholders across sales, finance, warehouse, and service centers to ensure seamless order resolution and operational efficiency.
Leadership & Process Improvement:
Team Development: Drive leadership initiatives to build a high-performing order management team, focusing on skill development, performance management, and career growth.
Process Optimization: Lead process improvement projects to identify and implement innovative solutions that enhance order management workflows and operational efficiency.
Policy Compliance & Best Practices: Establish and enforce company-wide standards for order management, ensuring adherence to policies and industry best practices.
Performance Metrics & Continuous Improvement: Define and track advanced KPIs to evaluate team performance, identify trends, and implement data-driven strategies for continuous improvement.
Skills and Qualifications
Minimum Qualifications:
Bachelor's degree in Finance, Accounting, or a related field.
8-10 years of experience in order management, supply chain, or logistics,
Proven leadership experience managing teams in a fast-paced environment.
Hands-on experience with SAP, ERP systems, and Sales Portals.
Proficiency in Microsoft Office Suite (Excel, Word, Outlook, PowerPoint).
Strong data entry skills with a high level of accuracy.
Excellent verbal and written communication skills.
Strong organizational and multitasking abilities.
Problem-solving mindset with attention to detail.
Ability to work under pressure and meet tight deadlines.
Customer-centric attitude with a commitment to service excellence.
Team player with strong interpersonal skills.
Preferred Qualifications:
Experience in the home appliance or consumer electronics industry.
Experience with both retail and builder sales channels.
Knowledge of logistics and supply chain operations.
Familiarity with international shipping processes and regulations.
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Life @ Samsung - https://www.samsung.com/us/careers/life-at-samsung/
Benefits @ Samsung - https://www.samsung.com/us/careers/benefits/
Regular full-time employees (salaried or hourly) have access to benefits including: Medical, Dental, Vision, Life Insurance, 401(k), Employee Purchase Program, Tuition Assistance (after 12 months), Paid Time Off, Student Loan Program (after 12 months), Wellness Incentives, and many more. In addition, regular full-time employees (salaried or hourly) are eligible for MBO bonus compensation, based on company, division, and individual performance.
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