Associate Manager, Affiliate Customer Service

Shiseido•New York, NY

6d•Hybrid

About The Position

As an integral part of the global S&OP team, the Associate Manager, Affiliate Customer Service oversees affiliate operations across all brands within an assigned region and shares account management responsibilities with a direct report. The role manages allocations and end-to-end order execution, partnering with affiliates, Supply and Demand Planning, ADC, and other cross-functional teams to achieve fill-rate and service-level targets and support on-time shipments. The Associate Manager supervises and develops their direct report, analyzes service performance, resolves operational issues, and implements process improvements in partnership with the ACS Manager and Sr. Manager. The Affiliate Customer Service team promotes continuous learning and improvement, innovation, and operational excellence. The position works with affiliates and internal partners across departments, brands, and business units. The role may also perform other duties needed to support the company’s vision and mission and uphold its values.

Requirements

Four-year college degree.
At least 4 years of experience in operations, sales administration, supply chain, or a related function, with demonstrated ownership of assigned accounts or operational processes.
Understanding of allocation planning, inventory availability and readiness, end-to-end order management, and distribution processes.
Strong analytical and problem-solving skills, including assessing service-level performance, identifying root causes, and developing actionable recommendations.
Proficiency in Microsoft Excel and experience using SAP or a comparable ERP system.
Strong communication and relationship-management skills, including communicating operational risks, managing expectations, and coordinating issue resolution across functions and markets.
Cultural awareness, patience, and adaptability when building relationships with international colleagues across different workplace practices and communication styles.
Strong organizational skills and attention to detail, with the ability to prioritize competing account needs, manage deadlines, and coordinate workload with a direct report.
Ability to exercise independent judgment, recognize when escalation is needed, and follow issues through to resolution.
Experience documenting, improving, and implementing operational processes.

Nice To Haves

Prior direct people-management experience.
Experience supporting international markets.
Familiarity with Power BI.

Responsibilities

Manage end-to-end affiliate order execution for assigned brands and markets, including allocation coordination, order submission and processing, shipment follow-up, and issue resolution, to achieve service-level targets and support on-time shipments.
Coordinate monthly order activities with affiliates, Supply and Demand Planning (S&OP), and ADC, ensuring adherence to timelines, allocation guidelines, and the international shipping wave schedule.
Monitor order and shipment status, identify risks to planned shipments, coordinate corrective actions, and communicate risks, recovery plans, and outstanding decisions to affiliates and ACS management.
Investigate and resolve order and shipment issues, including allocation discrepancies, master data and transfer pricing errors, and market-specific requirements; escalate exceptions and recommend actions.
Partner with S&OP to assess the effects of supply constraints, demand changes, and incremental order requests on the assigned region, and coordinate execution of agreed priorities.
Coordinate affiliate claims and credit/debit requests, ensuring appropriate documentation, routing, follow-up, and compliance with procedures.
Supervise direct report(s), set priorities, coordinate workload and coverage, and provide coaching, training, performance feedback, performance reviews, and development plans.
Analyze regional operational performance and service issues, identify root causes and recurring trends, recommend and implement corrective actions, and contribute to operational reporting and business reviews.
Maintain process documentation and train team members on assigned workflows to support consistent execution, appropriate controls, and backup coverage.
Identify and implement improvements to assigned regional processes; partner with the ACS Manager and cross-functional colleagues on broader workflow changes; support system enhancements through requirements, testing, and implementation as applicable.
Represent the assigned region in operational discussions with affiliates and internal partners, communicate priorities, resolve open issues, and follow through on agreed actions.