Manager, Customer Operations
Universal Music Group
Woodland Hills, CAThis was removed by the employer on 8/2/2021 9:22:00 AM PST
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Full Time Job
Description
We’re looking for an eager and determined Customer Service Manager to oversee a team of Customer Service Representatives. This role will act as the main interface with customers for all matters relating to the customer service and distribution business. In addition to overseeing a team of Customer Service Analysts, the Manager will be cross trained and perform Order Management functions and support other team members as appropriate. This role is both a management and hands-on role and will require a “roll up the sleeves” attitude and mindset.
The Customer Service Manager is responsible for building an excellent working relationship between UMG content owners (Labels), 3PL providers (Distribution Centers), customers and other UMG colleagues. The role will also work on liaising with all groups to ensure that the customer account is managed and serviced effectively and efficiently with the primary focus on new release, campaign and catalog order management meeting and exceeding customer expectations.
How you’ll CREATE:
Management & Leadership
• Manage a team and provide hands-on guidance to support all day to day Order Management and Customer Service activities to deliver business results
• Develop and maintain excellent working relationship with
• Customers
• UMG’s supply chain
• 3PL providers
• Address and follow up on systems issues, queries and reporting needs
• To communicate both pro-actively and reactively with customer as circumstances dictate
• Provide exceptional business analytical support to Management and team
• Leverage business analytics to help prioritize and improve day to day service delivery
• Develop team and team members
• Jointly responsible with other Managers to manage and execute day to day business activities as well as develop creative process and system improvements to transform the business
Account Management
• Produce management and customer reports as required, co-ordinate and feedback business measures / KPI reporting to key accounts, develop and implement innovative ways to effectively manage key accounts
• Collaborate with key account management teams to drive improvements and improves customer service measures of on time and complete delivery
Value Added Services
• Manage All Value-Added Services (VAS) activities for Non-Traditional Customers and other Label requested
Rework of music products
Manage Non-Traditional Accounts
• Oversee order process and trouble shoot issues inhibiting order fulfillment and customer satisfaction non-traditional accounts
Customer Support Box, Returns & Claims
• Lead the management of customer queries in the support box
• Ensure email responses and issue resolution remain current and fully closed
• Hands-on processing of customer queries
• Direct team to understand, initiate and resolve customer claims in the PSC Claims database
• Interact with the Credit team to ensure issued claims are resolved
• Lead the daily review of the Unassigned Log to aid in the processing of unknown returns received at our Distribution Center
Billing
• Own the review and processing of invoices for the VAS work effort at our Distribution Centers
• Rebilling of VAS work to other internal stakeholders as required
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
• Performs special projects and ad hoc analysis as requested by management or as required for their assigned accounts
Bring your VIBE:
Analytical Skills
• Exceptional ability to analyze data, make educated conclusions and provide recommendations in a clear and concise manner
• Demonstrates experience in segmenting data and using Excel to facilitate data analysis to support day to day completion of work
• Knows how or where to obtain information; is resourceful
Supervision & Leadership
• Demonstrated ability to manage and direct a team to deliver business results
• Takes ownership and responsibility for work quality & progress
• Ability to continuously prioritize workload, plans and stays organized and complete work under pressure.
• Is a highly detail oriented individual
• Takes initiative and seeks increased responsibilities
Communication Skills
• Proven interpersonal, verbal and written communication skills, excellent telephone manner
• Expresses written ideas, thoughts, or facts in a clear, convincing, and organized way
• To be an effective and flexible member of the Customer Services team
• Embraces teamwork; shares ideas / methods to improve performance
Languages
• Required: English
• Any other language is an asset
Key Attributes
• Service delivery orientation
• Positive attitude and team player
• Problem solving and decision-making skills
• Must be able to perform effectively in a deadline driven multi-tasking environment
Experience
• A minimum of 5 years of experience in a client facing role with 1-2 years managing people and teams. This experience would ideally have been gained within the distribution sector of the Entertainment or Fast-Moving Consumer industry.
• Solid understanding of operations and the supply chain domain
• Advanced knowledge in Microsoft software packages, particularly with Excel including expert use of pivot tables and VLOOKUP’s is critical
• Understanding of Order Management and distribution processes
Education
BA/BS in Business, Operations, or related field; or equivalent experience
Perks Playlist:
• Competitive Compensation Package including Salary, Benefits and Generous 401k Savings Plan
• Paid Time Off – Paid Holidays, “Gift Week”, Summer Fridays
• Student Loan Repayment Assistance
• Employee Developmental Support
• Annual Gym Reimbursement Package
• Pet Insurance, plus much more!
Universal Music Group is an Equal Opportunity Employer
Disclaimer: This job description only provides an overview of job responsibilities that are subject to change.