Position Summary
Senior E-commerce SpecialistRole and Responsibilities
Key Responsibilities
Coordination of NPS collection process and improvement plan for NPS
Coordinating of NPS reporting and monitor customer satisfaction and provide feedback for improvements
Order managements in Hybris and in NERP (e.g. settle the RDO, cancelling RDO and DO)
Ticket management in ticketing tool with SLA in operation
Work closely with finance to manage open items, mostly concerning the installations and deliveries
Contribution in launching new and enhancing processes by providing new functions to Hybris platforms but also support in other systems
Resolve customer complaints by investigating problems and developing solutions
In cooperation with other teams facilitating and providing improvement for operational processes (in cooperation with D2C/E-Commerce commercial & platform teams, but also Customer Care, Legal, warehouses and external vendors)
Create reports, summaries and analysis
Skills and Qualifications
To be successful, you will possess the following skills and attributes:
3 year experience in Customer Care or E-Commerce Operation team,
Good analytical skills and ability to run conclusions from multiple data points,
Ideally prior experience in NERP, analytical platform & performance tools
Advanced in Power Point & Excel
Good work organization
Excellent communication skills and skills to maintain a positive attitude even in difficult situations,
Strong English both writing and speaking,
Passion
What We Offer:
Employment contract with a competitive salary based on experience
Attractive bonus system
Hybrid work model (3 days in the office, 2 days remote)
Opportunity to grow in a dynamic, change-driven organization
Comprehensive benefits package including lunch coupons, Multisport card, Medicover health insurance, life insurance, and access to the Samsung products employee store
The chance to work with the latest Samsung products and solutions.
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What We Do
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Since being established in 1969, Samsung Electronics has grown into one of the world’s leading technology companies, and become recognized as one of the top 10 global brands. Our network now extends across the world, and Samsung takes great pride in the creativity and diversity of its talented people, who drive our growth.
