CS Commercial Support and Operations Coordinator to Samsung!

We are currently looking for a CS Commercial Support and Operations Coordinator to an exciting opportunity with our client Samsung! This is a consultancy opportunity a 2-year contract starting as soon as possible with the possibility for an extension.

About the company:

Samsung is one of the largest IT-companies in the world within consumer electronics, a digital leader with operations in many industries and countries. Everything they do is driven by a passion for excellence—and commitment to develop the best products and services on the market. In today´s fast-paced global economy, change is constant, and innovation is critical to a company´s survival. For the past 70 years Samsung has set its sights on the future, anticipating market needs and demands to steer the company toward long-term success.

About the role:

Purpose of the job: 

The Commercial Support & Operations Coordinator is part of the Nordic Customer Satisfaction team and has a key role in securing and optimizing a qualitative ecommerce and promotions fulfilment and customer support. Main responsibility is to be the key contact point to the Commercial call center and the eCommerce Operations with the result to reach an enhanced customer journey and efficient customer service with high quality.

Position in organisation: 

• CS Operations & CX Manager
• CS CX Manager
• Commercial Support & Operations Coordinator

Key Accountabilities: 

• Responsible for the escalations coming in from customer support via tickets are managed.
• Escalating to other eCom stakeholders if necessary.
• Oversee the daily Call center operations and follow up in KPI targets
• Involved with forecasting of expected incoming customer contacts
• Planning for campaigns and launches together with Logistics and Customer Support
• Making sure customer support are up to date regarding campaigns and launches, both external and Samsung internal campaigns
• Responsible for ensuring training material and processes at call center are up to date.
• Point of contact for other eCom stakeholders within the organization. Working closely with Digital, Logistics, Finance, VOC, and others.
• Updating processes connected to customer support and planning for future process changes
• Pro-actively work with identifying issues related to customer journey

Liaisons: 

• Call center
• Customer Support team
• Logistics team
• Finance team
• Legal team
• Process support team
• Sales
• Platform providers

Your profile:

Experience: 

• Preferably earlier experience from eCommerce and Call Center operations.

Skills & Attributes: 

• Fluent in English
• Knowledge of other Nordic languages is a merit
• Experience from Jira, Klarna merchant and SAP is a merit
• eCommerce logistics experience
• Customer service experience, previous Contact Center experience is a merit
• Strong power of initiative
• Attention for details
• Problem solving ("see" solutions)
• Well-presented and professional
• Flexible
• Good communication skills

Sounds interesting?

If you are up for the challenge and reckon that this position fits your profile, we would like to hear from you. Apply today, as we are reviewing applications ongoingly and the position might be filled before the application deadline.