Senior Fulfillment Manager (Returns), eCommerce

Position Summary Headquartered in Ridgefield Park, N.J., Samsung Electronics America, Inc. (SEA) is a leader in mobile technologies, consumer electronics, home appliances and enterprise solutions. From our humble beginnings to our position today as a tech leader, our passion for innovation has been the common thread throughout our history. We've grown into one of THE most recognized global brands. We consider ourselves "relentless pioneers" that push boundaries and defy barriers. The company pushes beyond the limits of today's technology to provide groundbreaking connected experiences across its large portfolio of products and services, including mobile devices, home appliances, home entertainment, 5G networks, and digital displays. As EPA's ENERGY STAR® Corporate Commitment Partner, SEA is dedicated to making a positive impact on the environment through its eco-conscious products, practices, and operations. People| Excellence | Change | Integrity | Co-prosperity Role and Responsibilities The Returns Fulfillment Manager is responsible for tactical day-to-day operations for eCommerce fulfillment and executing strategic objectives of process and system improvements. You will run monitoring open returns orders daily, working with our internal teams to understand root causes and develop strategy and execution to reduce eCommerce returns. You will manage a team and work directly with our fulfillment providers and internal partners to quickly resolve and have returns processed on time and fix orders that are outside our service level. This will require day-to-day operational support to collaborate between warehouse operations, Customer Service, and IT Teams. You will need to diagnose and understand the underlying operational issues and opportunities in the business and work on initiatives to address them and reduce returns overall across mobile, home appliance, and TV categories. Role and Responsibilities: Run day-to-day eCom Returns operations by reviewing open returns with your team and collaborating with internal teams to reconcile systems and close out open orders Develop overall returns reduction strategy by examining root cause, define report requirements to measure, and execute initiatives to reduce returns. Develop a strategy for automating returns fraud detection and reduction Work with Customer Service, Finance, Category Teams, and Ecommerce leadership on strategic projects and prioritizing returns reduction initiatives getting buy-in on strategy Work with our Logistics team to create processes around returned products and driving recovery sales through inventory tracking and fulfillment of returned products Develop processes to manage returns exceptions for lost in transit and any other exceptions to provide Track defects and develop a full reconciliation of open returns to understand the root cause Partner with customer service team and business owners to understand return behavior and develop policy to improve business performance and customer experience Monitor and take action on exception reporting and understand measurements of KPI's for return rates, return reasons, and defect exceptions Skills and Qualifications Minimum Qualifications Bachelor's degree required 8+ years of relevant experience in fulfillment or eCommerce business operations eCommerce Returns Management Experience is a strong advantage Six Sigma experience is highly preferred Experience with high-volume direct-to-consumer e-commerce fulfillment illustrating process and KPI improvements to scale growth Experience using Microsoft PC software including extensive use of Excel spreadsheets, Word, Access, and SAP business systems, or similar sales order management software application LI-RL1 Life @ Samsung - Benefits @ Samsung - Samsung Electronics America, Inc. is committed to employing a diverse workforce and provides Equal Employment Opportunity for all individuals regardless of race, color, religion, gender, age, national origin, marital status, sexual orientation, gender identity, status as a protected veteran, genetic information, status as a qualified individual with a disability, or any other characteristic protected by law. * Please visit Samsung membership to see Privacy Policy, which defaults according to your location. You can change Country/Language at the bottom of the page. If you are European Economic Resident, please click here. At Samsung, we believe that innovation and growth are driven by an inclusive culture and a diverse workforce. We aim to create a global team where everyone belongs and has equal opportunities, inspiring our talent to be their true selves. Together, we are building a better tomorrow for our customers, partners, and communities. * Samsung Electronics America, Inc. and its subsidiaries are committed to employing a diverse workforce, and provide Equal Employment Opportunity for all individuals regardless of race, color, religion, gender, age, national origin, marital status, sexual orientation, gender identity, status as a protected veteran, genetic information, status as a qualified individual with a disability, or any other characteristic protected by law. 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Created: 2024-11-12