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 Qua…

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