This is a hands-on, floor-facing managerial role. The team consists of Samsung employees and staff from our third-party logistics (3PL) warehouse partner. You will report to the Reverse Logistics Director.
Role & Responsibilities
You will lead a team responsible for the following functions
Receiving & Inspection: Oversee receipt of returned equipment against open RMAs, verify quantities and condition, and log discrepancies (missing, damaged, or mismatched items).
Disposition & Triage: Oversee the sorting of received equipment into repair, scrap, restock, or quarantine categories per established criteria, and ensure items are routed to the appropriate downstream channels (Repair vendor, HQ R&D, disposal).
Inventory Accuracy: Maintain accurate spare parts and returned-equipment inventory through cycle counts, bin audits, and timely system (e.g., NERP, WM, current RMA applications) updates.
Outbound Shipping: Coordinate and verify outbound shipments of spare parts, repaired units to the customers, and trial/test hardware.
Dock & Workflow Management: Monitor work-in-process to ensure equipment is received, staged, and dispositioned within SLA
Exception Handling: Investigate and resolve receiving exceptions (unauthorized returns, serial number mismatches, damaged returns) in collaboration with the warehouse team and customer.
Metrics & Reporting: Track and report daily/weekly operational metrics (dock-to-stock time, TAT, inventory accuracy, backlog) to logistics management.
Claims Documentation: Document and photograph lost or damaged equipment to support claims filed against freight carriers, customers, and the warehouse team.
As a manager, you will be expected to
Manage the overall activities of the RMA handling team
Monitor the work quality and accuracy of all RMA operations
Prioritize tasks to meet urgent deadlines
Escalate issues and bottlenecks to the RMA management immediately
Ensure the team has the resources (staff, training, inventory, systems) required to consistently meet Service Level Agreements (e.g., same-day shipping, 24-hour disposition turnaround)
Continuously improve RMA processes and workflows; update work instructions and SOPs accordingly
Ensure all inventory and operational reports are accurate and delivered to stakeholders on time
Collaborate with other teams (Hardware Services, 3PL, Quality) on cross-functional projects
Support system needs related to the RMA and warehouse management systems (WMS), including data entry accuracy and issue escalation
Skills and Qualifications
Minimum Qualifications
6+ years of related experience and a Bachelor's degree
Ability to think critically, prioritize, and react quickly in a fast-paced, deadline-driven environment
Strong attention to detail, particularly with inventory accuracy and equipment inspection
Excellent written and verbal communication skills
Strong Excel skills
Preferred Qualifications
Knowledge of Network equipment and reverse logistics processes
Prior experience using Samsung systems (Watch-Q, NERP, RMA tracking system etc.)
Korean language skills are helpful for frequent interaction with HQ
Life @ Samsung - https://www.samsung.com/us/careers/life-at-samsung/
Benefits @ Samsung - https://www.samsung.com/us/careers/benefits/
Regular full-time employees (salaried or hourly) have access to benefits including: Medical, Dental, Vision, Life Insurance, 401(k), Employee Purchase Program, Tuition Assistance (after 12 months), Paid Time Off, Student Loan Program (after 12 months), Wellness Incentives, and many more. In addition, regular full-time employees (salaried or hourly) are eligible for MBO bonus compensation, based on company, division, and individual performance.
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