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Operations Specialist (Vendor)/ Business Analyst

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Job Description

 Operations Specialist (Vendor)/ Business Analyst 1

Ridgefield Park, NJ

12 Months Contract - Possibility of extension


Job Description:

This position supports the day to day operations of the outsourced Business Center (BC). The operations specialist will be expected to execute the operational duties to contact center and vendor operations in alignment with Client's approved operational goals. The operations specialist audits vendor(s) daily, weekly and monthly deliverables against their contractual obligations and KPI’s.

They will serve as a liaison between Client and contact center associates.

Key Responsibilities:

  1. Support vendor manager in the implementation of new policies, procedures and standards for outsourced business center
  2. Support outsourced business center on daily communication with delivery partner related to consumer deliveries, orders reconciliation and system issues
  3. Coordinate daily communication between Returns teams team and outsourced business center to complete returns reconciliation transactions
  4. New - Own End to End order and delivery seeding and influencers programs for home appliances
  5. New – Work with vendor to audit quality of contact center agents calls
  6. New – Support new accounts on boarded (Retail, Builder, Other)
  7. New – Approve daily damage allowances for consumers
  8. Send required daily, weekly and monthly reports

Knowledge, Skills, and Education:

  • Vendor experience with contact centers, hand-on experience with customer service, order management, vendor training, and sales operations
  • Must be flexible and adaptable to Client's fast-paced, ever-changing environment, with the proven ability to work in ambiguous situations or with limited direction - Works effectively with competing priorities
  • Sales-driven; and can perform root-cause analysis to quickly find and present resolutions – looking for someone that is tactical
  • Strong Proficiency with Microsoft Office – Excel & PPT
  • Strong interpersonal, and communication skills to coordinate and support transactions across multiple teams
  • Must have the ability to meet deadlines in a fast-paced and demanding environment
  • Call center experience desired but not required
  • Regular, consistent and punctual attendance. Must be able to occasionally work nights and weekends
  • Education (include higher education, certifications, and whether required and/or preferred)
  • Bachelor’s Degree
  • Bachelor’s degree highly preferred
  • Years of experience: 4+ years
  • Preferred: Some experience with Agile project/procedure management would be a HUGE BONUS!


  • Attention to detail
  • Stays up-to-date
  • Can easily document a new process or problem
  • Can collect and condense data into information that can be acted on
  • Excels with computer software programs, i.e. Excel, PowerPoint, Word and new/emerging presentation programs
  • Building internal cross-functional relationships and partnerships

Additional Information:

This position requires transactional coordination to ensure smooth delivery to consumers. The candidate will interact with multiple departments (internal and external):

  • Consumers (External - staff)
  • Delivery Partner (External- staff)
  • Client Departments (Internal – staff)
  • Business Center Vendor (External - Supervisor teams to floor associates)

This position will work with Client third party vendor(s) and multiple Client corporate teams: Logistics Outbound, Reverse Logistics, Supply Chain, Accounts Payable, Order management, Sales and Service. This role will oversee all necessary duties to sustain Client's main goal of ensuring a smooth delivery experience for the end consumers and customers purchasing home appliances from Samsung, directly or through one of the supported retailers.

This role will support all necessary duties to sustain vendor manager’s main goal of ensuring a smooth delivery experience for the end consumers purchasing Client home appliances

Top 3 must-have skills/requirements – Customer service, Communication, Excel

Education requirement – Bachelor’s degree

Years of experience – 1 -2 years business experience

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