Position Summary

Why join our team?

Samsung is an amazing place to work full of endless opportunities, great people and an outstanding environment. As well as this, Samsung provides the opportunity to be a part of innovation that makes a real difference in the lives of millions of people worldwide and we are looking for great people to join our journey. Throughout our history we’ve taken on big challenges and we strive to be the very best at what we do. This spirit is the driving force that has made us a global leader and sustains our ambition to develop cutting-edge technologies that push the boundaries of what’s possible. Come and join us as we take on the next big challenges of the future.

The CX Operations Team sits at the heart of the Customer Experience (CX) Team involved in bringing to life and facilitating the ideas and concepts of the wider CX team, while maintaining operational delivery and integrity.

The Operations Team is made up of knowledgeable subject matter experts and is structured in to Operational Delivery (Spare Parts Management, Warranty Management and Vendor Management) as well as Audit, Control and (Systems Integration, Auditing, Reporting and Asset Management).

The main role and vision of the operations team is to ensure infrastructure that supports repair delivery, contact centre operations and operational compliance is delivered to the highest quality and standards.

Sitting at the heart of CX means you will play an integral part in the success of project delivery, especially where systems integration, finance or creative solutioning is required to ensure on-time delivery.

Role and Responsibilities

Your key responsibilities

The main purpose of the role is to drive operational efficiency in all aspects of spare parts supply management by supporting internal and external stakeholders.  Working closely with the Spares SCM Lead ensuring operational robustness across the CX teams business area, tasks within this roles will include:
 

Contributing towards management of core departmental KPIs e.g. Spare Parts Arrival Ratio (PAR), Back Order (B/O) and Long Term Pending on open repairs (LTP).

Ensure accurate tracking of spare part orders, deliveries and completing goods receiving (G/R) in SAP based systems, report and resolving inaccuracies.

Operate as a first point of contact for Spare Parts Credit handling and processing working closely with both UK Warehouse colleagues and Samsung shared services team based in Romania.

Maintain our key distributor relationships working closely with the warehouses to expedite orders

Completion of follow-up actions with Authorised Service Partners, Couriers, Logistics Providers and Warehouse operations in the UK & abroad

Create great working relationships with the authorised service centres, Logistics, Finance and European Parts Depot.

Distribute adhoc and daily reports to stakeholders driving delivery performance and refinement of ordering processes

Build a solid knowledge of parts related processes such as service repair operation, Return Authorisation and commercial activity

Where required, provide effective conclusions to escalations from customers, Contact Centres and Logistics Teams whilst managing central inboxes.

Develop strong links with the field, technical teams and warranty teams to maintain consistent service delivery across the repair network and spare parts SCM channel.

Create and review process documentation, partners facing material and provide training where required.

What we need for this role

To be successful, you will possess the following skills and attributes:

Hard Skills

Analytic, with ability to identify problems and pro-actively resolve

Able to self-motivate

Confident and articulate individual

Good attention to detail

Driven to deliver

Able to multitask and meet deadlines under pressure

Soft Skills

Suitable level of qualifications e.g. HND

Enthusiastic about technology and likes to keep abreast of the fast moving world of electronics.

SAP experience.

Has worked in and is comfortable in a multicultural environment

Previous experience of working within the electronics industry and/or supply chain management

Flexible to travel (ideally a clean driver’s license)

What does success look like?

If you are passionate, keen to learn new skills and able to operate in a diverse manner, you will be rewarded with successful delivery of day-to-day tasks and projects.

Within the first 6 months you will obtain an understanding of Samsung’s business processes and begin the journey of process understanding, system architecture and day to day operations.

Through the project leadership and operational ownership, you will gain the satisfaction and reward of delivering the operational efficiencies Samsung expects.

You will have demonstrated resilience, tenacity and a good sense of humour in delivering along the way.

The interview process

The interview process will be no more than 2 stages

You will have the opportunity to present to the Head of Operations and a member of the senior leadership team your thoughts, skills and ideas that you will bring to the role.

If a presentation is required, this will be defined and shared in advance.

Skills and Qualifications

Benefits of working at Samsung include

Hybrid working – 3 days in the office and 2 days at home per week

Bonus scheme linked to individual, team and company performance

Pension contribution

Three volunteering days each year

Holiday - 25 days plus bank holidays and an additional day off for your birthday

Access to discounts on a wide range of Samsung products

Access to a discount shopping portal

Partner Colleagues are not eligible for Samsung Enhanced Paid Sick Leave but may be eligible for statutory payments from their payroll agency

Up to 20 (pro-rata) Partner Absence days per calendar year to be used in times of need

A note on equal opportunities

We are an equal-opportunity employer and value diversity at our Company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status or disability status.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

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