Manager, Customer Account Services

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. 

Primary Duties & Responsibilities:

• Ensure controls/procedures are in place to create accurate customer orders.
• Communicate with customers and field staff as needed.
• 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 Account 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 Account Services systems and procedures are documented and create/update the department’s new hire training.
• Conduct ongoing evaluation of all Customer Account Services 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.

Working Relationships/Key Stakeholders:

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

 

Qualifications & Competencies:

• 4+ years Customer Account Services/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.
• Decisive and able to delegate and partner as needed.
• Skilled in conflict management.
• Ability to coach and develop the team.
• Quality management focused.
• Proven ability to foster teamwork and provide feedback.
• Positive, can-do attitude, well-organized and extremely detail oriented.
• Able to thrive in a fast-paced, customer-centric teamwork environment.
• 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.
• Lean Six Sigma Yellow Belt 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 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.

#LI-ONSITE

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