Senior Manager, Customer Account Services

Job Summary:

The Senior Manager is responsible for leading Customer Account Services team and ensuring everyone achieves performance. The Sr Manager is also responsible for training and leading the Associate Manager and Manager of Customer Account Services to success. 

Primary Duties & Responsibilities:

• Ensure controls/procedures are in place to create accurate customer orders.
  Communicate with customers and field staff as needed.
• Establish and maintain reporting tools and relevant business reports to share with key business partners.
• Responsible for driving and maintaining employee engagement.
• Partners with executives and leaders across multiple lines of business as needed.
• Identifies opportunities for improvement.
• Initiates and partners with IT on process improvement and system enhancements
• Ensure orders are processed in a manner that complies with all customer rules and requirements.
• Manage staff to ensure all KPI’s are met, such as Fill Rate and On Time Order Processing.
• Ensure databases relevant to Customer Service are maintained and updated as necessary to ensure optimal service levels are achieved.
• Investigate and research customer chargebacks for non-compliance, partner with Finance when disputing chargebacks and ensure we are aiming for best practice.
• Oversee internal and external communication is efficient and consistent.
• Report any exceptions/issues and suggest resolutions to ensure we offer best in class service.
• Collaborate with relevant stakeholders to identify opportunities and ensure optimal service levels are reached.
• Coach and develop team, conduct performance reviews and develop a progression plan.
  Establish and maintain productivity goals/standard.
• Motivate the team to take ownership and consistently exceed expectations.
• Ensure all Customer Service systems and procedures are documented and create/update the department’s new hire training.
• Conduct ongoing evaluation of all Customer Account Service systems and procedures for effectiveness in achieving optimum service level and make recommendation for change, or communicate changes required to other departments where need for improvement is identified.
• Internal and External partnership for implementation of systems and processes within the organization.
• Applaud and reward success among team members.
• Develops talent for future leaders and succession planning within the Customer Account Service team 

Working Relationships/Key Stakeholders:

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

Qualifications & Competencies:

• 6+ years Customer Service/Supply Chain/Operations experience.
• Minimum of 5 years of management experience, leading multiple direct reports.
• BA/BS preferred.
• Ability to analyze data and proactively identify business opportunities.
• Strong organization and communication skills and ability to multitask.
• Excellent written and interpersonal skills.
• Competent in decision making and conflict management, with ability to delegate and thrive in a fast-paced, customer centric environment with a great level of agility.
• Ability to manage team when direction can be ambiguous (no roadmap) or challenging.
• Provides strong leadership presence, is looked to for direction and guidance.
• Strategic thinker with the ability to facilitate and lead change.
• Proven experience in promoting a continuous improvement culture with ability to look for ways to enhance and improve team performance.
• Experienced in developing others; constructing development plans, providing guidance and developmental coaching.
• Positive, can-do attitude, well-organized and extremely detail oriented.
• 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.
• Lean Six Sigma Yellow or GreenBelt Certification preferred.

 

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 wi