Customer Service Data Analyst

For more than 40 years, the name Samsung has been at the forefront of innovation. Samsung's discoveries, inventions, and breakthrough products have helped shape the history of digital evolution. Today, Samsung Electronics Co., Ltd. is a global leader in technology, opening new possibilities for people everywhere. Guided by a simple philosophy “Inspire the World, Create the Future” Samsung is committed to developing new technologies and innovative products that enhance the lives of its customers, employees, and the global community.

Samsung Electronics is the largest subsidiary of the Samsung Group, amounting to 70 percent of the group's revenue and reigning as the world's largest technology company with more than $200 billion in revenue. Globally the company has a presence in 80 countries and employs more than 270,000 people. Samsung is the world’s leading provider of mobile phones, smartphones, and tablet computers—fueled primarily by the popularity of the Samsung Galaxy line of devices—and produces a wide variety of products and components ranging from color and mono-laser printers and copiers, virtual desktop infrastructure, solid state drives, set-top boxes, TVs, LCD panels, lithium-ion batteries, semiconductors, chips, flash memory, and hard-drive devices.

Samsung Electronics USA is a $40 billion dollar business with a vast portfolio of superior quality mobile and electronics products. The business also plays a leadership role globally for creating the best new and next-generation products and platforms. Samsung’s vision is to reach and engage the consumer through revolutionary retail stores and experience centers.

BUSINESS UNIT LANGUAGE “Sizzle”:

THE POSITION

Specific responsibilities include:

• Customer service data analysis including performance trend analysis and demand forecasting
• Publishing daily/weekly/monthly/Quarterly reports on general service operation as well as the Ad-Hoc reports for the local & HQ management
• Assisting with project planning and management
• Monitoring data accuracy of the reports in division’s Business Intelligence system and dashboard system
• Assessment of current B2C service operation based on KPI trend analysis to determine areas that need enhancement
• Development of business process enhancement plans and implementation
• Perform other necessary duties as directed by management

Background & Competencies Required:

1. BA/BS degree in Management, Statistics, Industrial Engineering, Information System, Engineering
2. Management Systems, Operations Research or similar areas of study preferred.
3. 5+ years of professional experience of data analysis in Consumer Product or Service industry.
4. Experience in Big Data analysis and dealing with large data required.
5. Experience of developing plans for business process improvement, including gathering requirements, documenting workflows and developing solutions is recommended.

Skills:

1. Exceptional skills in Microsoft Office, including Project, Excel (Macro), PowerPoint and Word required
2. Exceptional skills with Business Intelligence and analytics tools required
3. Excellent verbal and written communication skills
4. Ability to effectively engage with and facilitate collaboration with diverse groups/stakeholders
5. Team oriented, but able to work independently and manage multiple tasks
6. Self-directed, self-motivated and results-oriented

Samsung Electronics America provides Equal Employment Opportunity for all individuals regardless of race, color, religion, gender, age, national origin, marital status, sexual orientation, gender identity, status as a protected veteran, genetic information, status as a qualified individual with a disability or any other characteristic protected by law.