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

• You are required to have 4+ years Customer Account Services/Supply Chain/Operations experience.
• You are required to have a minimum of 5 years of management experience, leading multiple direct reports.
• You are preferred to have a BA/BS
• You are required to have the ability to analyze data and proactively identify business opportunities.
• You are required to have strong organization and communication skills and ability to multitask.
• You are required to have excellent written and interpersonal skills.
• You are required to be decisive and able to delegate and partner as needed.
• You are required to be skilled in conflict management.
• You are required to have the ability to coach and develop team.
• You are required to be focused on quality management.
• You are required to have proven the ability to foster teamwork and provide feedback.
• You are required to have a positive, can-do attitude, well-organized and extremely detail oriented.
• You are required to be able to thrive in a fast-paced, customer-centric teamwork environment.
• You are required to have an aptitude for problem solving and willingness to find answers when there is no clear roadmap.
• You are required to have excellent attention to detail.
• You are required to have a strong aptitude for learning new software systems and applications.
• You are required to have comfort and speed with PC applications such as MS Excel, Word and PowerPoint skills.
• You are preferred to have a Lean Six Sigma Yellow Belt Certification

If this sounds like you, we want you on our team. Apply today and let's create something beautiful!

Your Dreams. Our Future.

The base pay for this position may vary based on geographic location. Actual base pay offered will be based on several factors including job-specific knowledge, education, skills, and depth of experience. In addition to base pay, we may offer additional forms of compensation as components of a total compensation package, including participation in our bonus program which features the ability to overachieve, in addition to a full range of competitive benefits.

You may be asked to perform other duties needed to help drive to our vision, fulfill our mission and abide by our organization’s values.

What We Can Offer You

At Shiseido Americas, our pride extends beyond our rich legacy to our passionate and talented team that brings it to life every day. We recognize that without our people, innovation would not be possible. That's why we go above and beyond with our comprehensive benefits program to recognize our employees. With an array of options designed to give our employees peace of mind, our perks & benefits program is more than just a perk – it's an investment in our people's futures. Whether you're looking for comprehensive health coverage, retirement savings, or paid time off, our benefits have you covered! Check out a list of our Benefits and Perks offerings:

· Medical, Dental, & Vision Insurance

· Life and Disability Insurance

· Paid Time Off

· Paid Volunteer Days

· Paid Company Holidays

· Paid Parental Leave

· 401K with 6% Company Match

· Talent Development & Learning Programs

· Internal & International Mobility

· Product Discounts & Annual Gratis

· Employee Led Affinity Groups

· Tuition Reimbursement

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