Customer Service 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
We are UMG, the Universal Music Group. We 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 Manager will be responsible for managing the Customer Service Representatives and act as the main interface with customers for all matters relating to the customer service and distribution business. The Customer Service Manager will need to build an excellent working relationship between UMG, 3PL providers and the customer. The Customer Service Manager will liaise with all groups to ensure that the customer account runs smoothly and efficiently with the primary focus being on effective new release, campaign and order management. The Customer Service 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.
• Understand the Customers’ needs. Communicate customer requirements throughout the business in line with service level agreements.
• Expedite new release and campaign forecast information.
• Co-ordinate and feedback business measures / KPI reporting to the customer in-line with the Contract.
• Maintain new release & early ship report keeping the warehouse informed.
• Address and follow up systems issues, queries and reporting needs. Point of contact for queries from customer, the team and 3PL providers.
• Campaign management – stock, pricing and communication.
• Order and Stock management.
• Communicate both pro-actively and reactively with customer as circumstances dictate.
• Oversee high priority and high profile releases.
• Develop and maintain Business Process manual, to capture and develop all activities managed within Customer Service Supply Chain.
Process & System Enhancement
• Continuous improvement of processes/work instructions/service levels.
• Assists with the development of processes, system enhancements, and reports (e.g. Key Performance Indicators (KPI), statistical and trends reports) to facilitate execution of responsibilities.
person specification
Essential
• Service delivery orientation.
• Excellent communication and pursuasive skills.
• Positive attitude and team player.
• Experience of managing a team.
• 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, Word, Access, Outlook, PowerPoint, and Visio).
• Experience in a client facing role preferably within the distribution sector of the Entertainment industry.
• Knowledge of Oracle based systems.
• Understanding of distribution processes.
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.