E-COMMERCE FULFILMENT OPERATIONS MANAGER

Position Summary

Samsung Electronics Baltics is one of 16 Samsung Electronics Sales subsidiaries in Europe. There are 200 employees located across all three Baltic countries with the central office based in Riga, Latvia. In the pursuit of global excellence, we are continuously looking for dynamic new leaders of the digital age.
Why join us?
As an E-commerce Fulfilment Operations Manager you will oversee the entire process of getting online orders to the customer, from warehouse inventory to final delivery. You will be responsible for optimizing logistics, managing carrier relationships, and improving efficiency (picking, packing & shipping) to ensure high order accuracy and speed while keeping cost low. Ultimately, your goal is to lead the fulfilment process to guarantee a consistent and excellent customer experience.
We offer 3000-3400 gross salary and variable quarterly bonus to the maximum of 70% of the quarterly basic monthly gross salary (up to 6300 – 7140 Eur gross per quarter) based on sales results and individual KPI execution. In addition to a fair remuneration, we ensure additional benefits like Samsung smartphone with all expenses covered, health insurance, daily lunch allowance, e-learning opportunities, and more.

Role and Responsibilities

What will you do?

• Support order fulfillment process design and maintenance within the team.
• Oversee the order tracking process and ensure orders are processed in accordance with company standards.
• Monitor and resolve e-store order data discrepancies, coordinating with relevant teams until solved.
• Coordinate fulfillment tasks, including returns, exchanges, cancellations, and cooperation with all involved departments and partners.
• Create and process routine approvals.
• Resolve escalated issues from fulfillment operations, requiring close coordination with customer service and other departments.
• Log and maintain system tickets, including BVT/PVT testing activities.
• Support enhancement testing (BVT/PVT) and platform development testing for Go-Live.
• Log, track, and align improvement task tickets with responsible teams.
• Monitor NPS/CS feedback, summarize insights, and support continuous improvement of NPS KPI.
• Collect Samsung.com reviews related to DTC and escalate findings where relevant.
• Perform VOC re-testing to ensure quality and accuracy of data.
• Draft and update policies and procedures related to fulfillment for review.
• Measure, analyze, and report on fulfillment process performance, recommending improvements.
• Set, monitor, and achieve fulfilment process KPIs, engaging with other teams when necessary.
• Support existing Customer Loyalty & Retention projects, including issue resolution and analytics.

Skills and Qualifications

What we expect from you?

• More than 1year experience within online fulfilment area (fulfilment operations experience with strong online proposition).
• Must possess experience and a passion for e-commerce.
• Strong business judgement and decision-making skills.
• Track record of managing and delivering projects on time, within budget and to the expected standard.
• Ability to work in dynamic environment and be stress – resilient.
• Fluent English and ability to work well in an international team.
• A university degree is desirable.

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