Job Req ID:  18661

New York, NY, US

Functional area:  Customer Service
Contract type:  1 | Permanent job
Business area:  Fragrances




Customer Service Manager

Mission: Manage Customer Service Department day-to-day operations and the team, while looking for continuous improvement processes to put in place. Goal is to support the team, department and internal processes set by Global to achieve objectives fixed in terms of service and receivables.


General Responsibilities/Key Tasks


  • Establishing Customer Service in the US with the support of Global Team.
  • Implement customer service procedures following internal processes created by Global, as well as establishing
  • Monitor the KPIs of service, Receivables, Collections and Risks
  • Analyze KPIs and processes with customers/retailers, and internal teams to make recommendations for greater speed and efficiency.
  • Create a training plan for department being built out.
  • Effectively manages a team in terms of assigning customers and responsibilities to direct reports so that distribution is well-balanced.
  • Can coach the team on different accounts and create knowledge-share across the department to stay ahead of bottleneck workloads, to ensure timely delivery.
  • Coordinate with cross-departmental teams to develop projects that benefit the business.
  • Quickly resolves underlying issues and stays ahead of risk/issues on the forefront.
  • Problem solves internal incidents and department issues locally and that may arise with global.
  • Contact with the Subsidiary’s departments (commercial, demand planning, logistics, trade…) to understand its needs and share evolution of service level, receivables, collection and risks.
  • Knowledgeable and experienced on the commercial side of Customer Service, Logistics, Accounts Receivable.
  • Great at building relationship internally and with customers. Always in a customer-driven mindset.


Skills & Qualifications


  • Bachelors degree or equivalent years of experience
  • 4-7 years related work experience in Commercial Customer Service, Logistics and Planning.
  • Passion for beauty industry.
  • Customer-focused.
  • Process-driven.
  • Excellent in execution.
  • Experience managing a budget.
  • Experience with SAP and DCM 360.



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