Samsung Electronics America Process Analyst (Cashback) in Bucharest 2, Romania
What is the role about?
You will be part of a new team that will manage Cashback related processes for Samsung customers, across Europe. This position has primary ownership of ensuring that all cashback payments and associated reporting are completed on schedule and follow established procedures and policies.
Role and Responsibilities
In this role, you will mainly be responsible for the following activities:
•Collaborate with different stakeholders to ensure timely completion of project deliverables
•Participation to all weekly calls/meetings in relation to Helpdesk and Stakeholders
•Constantly monitor personal backlog, raise flags to manager when it increases, follow-up on actions and progress or timely escalate it as per agreed internal escalation matrix
•Proactively identify any issues or bugs that are affecting the process and escalate them as per agreed internal escalation matrix
•Support Management with analysis of all the items for the missed KPIs in relation to Stakeholders/ Audit of KPis for the respective Stakeholders, if required
•Execute all assigned actions based on specific agreed time plan with minimum level of follow-up
•Ensure actions pending from previous meetings are solved before next meeting; follow-up on issues identified, propose corrective actions or offer support to identify proper solution and implement it.
•Actively participate to identify and implement an improvement initiative (take actionable steps for improvement)
•Coordinate or participate to SOPs updates once per quarter
•Create claims and process payment clearings
•Act as escalation point for complex issues
•Create and deliver various types of reports
•If necessary, be part of the transition team and develop standard operating procedures
•Perform a series of pre-defined checks over the documents submitted by Samsung customers
•Have a Growth Mindset
Skills and Qualifications
•Previous experience in Client Support / back-office
•Proficiency in English
•Excellent eye for details and curiosity to investigate
•Flexibility / adaptability to cope with a dynamic working environment and a new project setup
•Customer orientation and great communication skills to interact with a variety of clients
•Experience with assisting customers remotely
•Demonstrated ability to independently solve problems and to work effectively as part of a team
•Good Excel skills
•Previous experience with SAP and CRM systems is a plus
•Experience in writing and documenting processes as well as work procedures is a plus
Please note that this is a full-time hybrid position with a 2 year determined contract.