Manager, Customer Account Services

Your Dreams, Our Future.

 

Join the dynamic and diverse team at Shiseido Americas, a subsidiary of the world-renowned Shiseido Company Limited. Be a part of a portfolio of prestige beauty brands which includes Clé de Peau Beauté, Drunk Elephant, Dr. Dennis Gross Skincare, NARS, SHISEIDO and several prestige fragrance brands including Issey Miyake, Narciso Rodriguez and Tory Burch. At Shiseido Americas we value and celebrate human diversity, with a rich tapestry of employees from all backgrounds and experiences.

 

Headquartered in New York City with US offices and facilities located in New Jersey, Ohio, Texas and Florida, Shiseido Americas employs over 2,000 individuals in the US, Canada, and Latin America. Shiseido Americas is a hub of talent and innovation. Be inspired by the array of skills, knowledge, and integrity of your colleagues, and join our driving force as Shiseido continues its pursuit of beauty innovations for a better world.

 

At Shiseido Americas, we focus on our people. We strive to foster a collaborative workplace culture where creative thinking, inclusivity and unique diverse perspectives are celebrated in order to drive success for both our employees and the company as a whole. By prioritizing our team and promoting an open-minded environment, we push the boundaries of what's possible and bring new ideas to life.

 

WHERE YOU WILL WORK

Shiseido Americas Distribution Center is hiring!  We are looking for people who work safely and with a quality focus; who work with a sense of urgency and purpose; and who contribute integrity and a positive attitude.  If this is you, come join our People First team!   

 

JOB SUMMARY

The Manager is responsible for leading the Customer Account Services team and ensuring everyone achieves their targeted performance. The Manager is also responsible for leading, training and developing Associate Managers of Customer Account Services to success. 

 

WHAT YOU WILL DO 

• You will be ensuring controls/procedures are in place to create accurate customer orders.
• You will communicate with customers and field staff as needed.
• You will ensure orders are processed in a manner that complies with all customer rules and requirements.
• You will manage staff to ensure all KPI’s are met, such as Fill Rate and On Time Order Processing.
• You will ensure databases relevant to Customer Account Service are maintained and updated as necessary to ensure optimal service levels are achieved.
• You will investigate and research customer chargebacks for non-compliance, partner with Finance when disputing chargebacks and ensure we are aiming for best practices.
• You will oversee internal and external communication is efficient and consistent.
• You will report any exceptions/issues and suggest resolutions to ensure we offer best in class service.
• You will collaborate with relevant stakeholders to identify opportunities and ensure optimal service levels are reached.
• You will coach and develop your team, conduct performance reviews and develop a progression plan.
• You will establish and maintain productivity goals/standard.
• You will motivate the team to take ownership and consistently exceed expectations.
• You will ensure all Customer Account Services systems and procedures are documented and create/update the department’s new hire training.
• You will be conducting ongoing evaluations of all Customer Account Services systems and procedures for effectiveness in achieving optimum service level and make recommendations for change or communicate changes required to other departments where need for improvement is identified.

 

WHO YOU ARE