Manager, Supply Chain Support

This is a Full Time Job

At Warner Music Group, we're a global collective of music makers and music lovers, tech innovators and inspired entrepreneurs, game-changing creatives and passionate team members. Here, we know that each talent makes our collective bolder and brighter. We are guided by four core principles that underpin everything we do across all our diverse businesses:
• Music is Everything: Music is our passion, and we can never get enough. Tastes, trends, and tech will change, but great artists and songwriters will always be our driving force.
• Global Growth, Local Expertise: Music is a global language. Through communication and collaboration, our success can come from anywhere and translate everywhere.
• Innovation and Insight: Pushing the boundaries requires the best information and the boldest imagination. We use both to create the future.
• Empowered by People: Like the artists we serve and the music they make, our differences make us stronger. This is a place where every talent can belong and build a career.A little bit about our team:Distribution Operations is responsible for all physical supply chain processes across the entirety of product lines under WEA Distribution. The department's core focus is to work cohesively with all WMG divisions and departments globally, as well as outside vendors, carriers, and label partners, to ensure that the highest quality of products are distributed to customers in a timely manner. Key functions shared by the Distribution Operations team include inventory management, manufacturing, order fulfillment, compliance, and logistics.Your role:The Supply Chain Support Manager role is client facing and the first point of contact for the customer experience in support of issues as they occur in the supply chain. The Supply Chain Support Manager is responsible for resolving product or service problems by clarifying the customers complaint, determining the cause of the problem, selecting, and explaining the best solution to solve the problem, expediting correction or adjustment with the Credit Team, and following up to ensure resolution. Clear communication with the Director of Traffic, Inventory Managers, 3PL warehouse staff, and WMX Sales teams as well as strong relationships across logistics partners is key to this role. Here you will:
• Document and report recurring issue(s) trends.
• You will respond to, document, and resolve daily inquiries with customers via email and phone.
• You will assign or directly key replacement orders, route details and required action of refunds to Credit/ AP.
• You will research issues to completion and track the status of open Customer Issues handled by other departments to ensure all customers receive an acknowledgement immediately and resolution in a timely and respectful manner.
• You will work in tandem with the Director of Customer Compliance and Logistics and the Director of Traffic on issues pertaining to freight, customer requirements and shipments.
• You will work in tandem with Inventory Managers to ensure product related issues are clearly conveyed outwardly (including but not limited to recalls).
• You will document and provide our 3PL partner on matters stemming from their facility.
• You will work with the VP of Operations on internal compliancy deadlines and documentation. About you:
• You have 3+ years Client Relations, Freight Dispatch, or Distribution Customer Service experience.
• You thrive in a fast-paced work environment, are resilient at multitasking and possess excellent time management skills.
• You are an independent decision maker, able to make meaningful decisions based on each situation.
• You are passionate about research and resolution, have an acute attention to detail, and stellar problem-solving skills.
• You are articulate and outgoing with excellent written and verbal communication skills.
• You are a dedicated team player with a strong work ethic.
• You are proficient in Microsoft Office Suite.
• You are a patien