Customer Service Data Manager
Universal Music Group
London, UKThis was removed by the employer on 2/2/2017 4:21:00 PM PST
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Full Time Job
main purpose of role
Universal Music Group are the world’s leading music company. In everything we do, we are committed to artistry, innovation and entrepreneurship. We own and operate a broad array of businesses engaged in recorded music, music publishing, merchandising, and audiovisual content in more than 60 countries. We identify and develop recording artists and songwriters, and we produce, distribute and promote the most critically acclaimed and commercially successful music to delight and entertain fans around the world.
The Customer Service Data Manager will be responsible for managing the Customer Service Representatives information management. The Data Manager will need to build an excellent working relationship between UMG, 3PL providers and the customer, in addition to providing support to UMG Finance. The Data Manager will liaise with all groups to ensure that the customer account runs smoothly and efficiently with the primary focus being on effective management of inbound, reporting and financial processes. The Customer Service Data Manager should make a full and valuable contribution, supporting the effort to ensure the customer’s needs are met wherever practicable, whilst being aware of cost and maintaining UMG service levels.
Key Responsibilities
Account Management and Supervision
• Develop and maintain excellent working relationship with
o Customers
o UMG’s supply chain
o 3PL providers
o UMG Finance
• Understand the Customers’ needs. Communicate customer requirements throughout the business in line with service level agreements.
• Support all Supply Chain Customer Service processes with a fiscal impact.
• To ensure the DTR (Interface/errors) business is running smoothly.
• Produce management and customer reports as required, co-ordinate and feedback business measures / KPI reporting to the customer in-line with the contract.
• Handle performance issues with Distributor, with particular focus on reducing customer claims and improving Goods In/Goods Out process and visibility.
• Address and follow up systems issues, queries and reporting needs. Act as point of contact for queries from customer, the team and 3PL providers.
• Campaign management – stock, pricing and communication.
• Order management and stock management.
• Manage the admin handling of master data as outlined by UMG and the customer.
• To communicate both pro-actively and reactively with customer as circumstances dictate.
• To accurately maintain the distribution system on behalf of UMG and its customers in a timely fashion, as required.
Process & System Enhancement
• Continuous improvement of processes/work instructions/service levels.
• Assist with the development of processes, system enhancements, and reports (e.g., Key Performance Indicators (KPI), statistical and trends reports) to facilitate execution of responsibilities.
• Performs special projects and ad hoc analysis as requested by management or as required for their assigned accounts.
person specification
Essential
• Service delivery orientation.
• Excellent communication and pursuasive skills.
• Positive attitude and team player.
• Problem solving and decision making skills.
• Must be able to perform effectively in a deadline driven multi-tasking environment.
• Strong working knowledge of Microsoft Office applications (MS, Excel, Word, Access, Outlook, PowerPoint, and Visio).
• Experience in a client facing role, preferably within the distribution sector of the Entertainment industry.
• Experience in managing a team.
Desirable
• An interest in distribution of Entertainment media.
• BA/BS in Business, Finance, Economics or related field; or equivalent experience.
diversity and inclusion
Universal Music is an equal opportunities employer and committed to the principle of diversity.
disclaimer
The company presents this job description as a guide to the major areas and duties for which the jobholder is accountable. However, the business operates in an environment that demands change and the jobholder's specific responsibilities and activities will vary and develop. Therefore, the job description should be seen as indicative and not as a permanent, definitive and exhaustive statement.