Required Skills & Experience
Bachelor's degree, or equivalent combination of education and relevant work experience.
1+ years of experience in customer relationship management, account management, order management, or a related customer-facing operations role.
Strong written and verbal communication skills; comfortable managing multiple stakeholders and accounts simultaneously.
Working proficiency in Microsoft Excel (data tracking, basic reporting) and standard order-management or CRM systems.
Demonstrated ability to triage, troubleshoot, and resolve or appropriately escalate customer/account issues.
Strong organizational skills with the ability to manage competing priorities across ~16 distinct internal and external account areas.
Nice to Have Skills & Experience
Prior experience in consumer electronics, appliance, or parts/aftersales service operations.
Familiarity with concepts such as ENR (exception/return), FOC (free of charge) orders, NCP, and STP ticket management.
Experience supporting B2B or named strategic retail/distributor accounts.
Experience working with or alongside BPO/call-center support teams.
Job Description
This position sits within GPCA's Customer Relations Management function and is responsible for day-to-day communication and support across two areas: Internal Customer Support (cross-functional Samsung stakeholder groups) and External Customer Support (distributors, dealers, and named strategic accounts). The CRM Specialist builds and maintains client relationships, monitors account performance, tracks parts order status, and resolves or escalates issues to keep service levels on track.
Key Skills Required
Internal Systems & Policy Fluency
Working knowledge of order-management, pricing, and CRM systems and the policies/procedures governing parts orders, pricing, and escalations - able to apply them correctly and independently, without routinely escalating basic questions.
Organizational Navigation
Skilled at identifying and reaching the right internal stakeholder or subject-matter expert across other cross-functional teams to get an accurate answer efficiently - even when the right owner isn't obvious at first.
Follow-Up & Follow-Through
Highly disciplined at tracking open items, escalations, and requests to closure; proactively follows up with internal and external parties on a defined cadence so nothing falls through the cracks and issues are resolved on time.
Key Responsibilities
Across all accounts below, the CRM Specialist is expected to: build and manage client relationships; align support strategy to customer type; monitor account and KPI performance; proactively identify and resolve client needs and issues; and track parts order status, including back-ordered (B/O) parts.
Internal Customer Support - Samsung stakeholder groups
RSM Support
Support Regional Service Managers (Field Service) with inquiries related to escalations from ASC (Authorized Service Center) and BE (branded electronics) companies that were not resolved through the regular support channel.
B2B Support
Support the B2B team with customized parts-supply operations and strategy tailored to B2B customers.
Field Service Admin/VOC/Product Support
Handle general inquiries and support requests for the Field Service admin team and management.
Handle and follow up on cross-functional team escalated matters.
External Customer Support
Client relationship management; strategic planning; performance monitoring; identify and support clients' needs and issues; track parts order status, including back-ordered (B/O) parts.
Distributor Management
Dealer – Service Servicing Dealer Support
BE/ASC Support – Samsung Branded Engineers and Authorized Service Centers
Specialty Accounts – Retail stores, medical, HVAC
Repair Depot Center
