Associate Manager, Customer Account Services

Job Summary:

The Associate Manager manages the day-to-day activities of the Customer Account Service team while directly supervising Customer Account Specialists.  Maintains and enhances customer account services by organizing and evaluating service and delivery systems and procedures.

Primary Duties & Responsibilities:

• Responsible for motivating and coaching a team of Account Specialists, utilizing our Core Competencies to evaluate performance.
• Work on initiatives to improve customer experience.
• Ensure the team has all the information they need in order to succeed on a daily basis.
• Identify training opportunities within the team and support business initiatives and strategic objectives.
• Promote a positive team culture that is receptive to growth and change.
• Update job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
• Accomplish organization goals and explore value-added opportunities.
• Responsible for expediting and coordinating flow of work between internal departments and external customers.
• Manage complex projects and timelines for Customer Service including organizing clear key deliverables, establishing and meeting deadlines, action item management and resolution, information sharing with stakeholders, decision-making, collaboration, and final presentation.
• Possess a strong ability to interact with the customer in a helpful and friendly manner and understand customer needs.
• Provides support to management
• Coaches, provides feedback, and documents behavior as needed for Coordinators and Account Specialists.

Working Relationships/Key Stakeholders:

• Sales & Marketing
• Operations Leaders
• Brand Planning Partners
• External Customers

 

Qualifications & Competencies:

• 5+ years Customer Service/Supply Chain experience
• Education: BA/BS preferred
• Ability to analyze data and proactively identify business opportunities.
• Knowledge of EDI orders, SAP or similar ERP or WMS systems
• Strong organization and communication skills and ability to multitask.
• Ability to lead, coach and develop others.
• Excellent written and interpersonal skills
• Experience with coaching and quality management mindset
• Ability to foster a teamwork driven environment.
• Skilled at providing feedback.
• Positive, can-do attitude, well-organized and extremely detail oriented.
• Able to thrive in a fast-paced, customer-centric teamwork environment.
• Good aptitude for problem solving and willingness to find answers when there is no clear roadmap.
• Excellent attention to detail
• Strong aptitude for learning new software systems and applications.
• Comfort and speed with PC applications such as MS Excel, Word, and PowerPoint skills
• Ability to achieve results through influence and problem solving.
• Self-motivated, proactive, and energetic

 

Trust 8 Competencies

Below is a list of Trust 8 Competencies designed to help employees at Shiseido Americas succeed as the company continues to evolve and innovate.

1. Think Big: Adapt a big-picture perspective. Deliver new values through creativity.
2. Take Risks: Embrace Risk, Practice “Trial and Error and Trial”.
3. Hands On: Consider Front-line realities when making decisions. Take the lead from end to end.

1. Collaborate: Leverage the diverse capabilities of colleagues.
2. Be Open: Create an environment that encourages everyone to speak up.
3. Act with Integrity: Be sincere and humble at all times.
4. Be Accountable: Commit to the goal. Take accountability for the execution.
5. Applaud Success: Create a culture that celebrates success.

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Shiseido is an Equal Opportunity Employer and does not discriminate on the basis of race, color, gender identity, religion, sex, age, national origin, disability, veteran status, sexual orientation, genetic information or any other classification protected by Federal, State or Local law