Manager, Customer Account Services

Epson America, Inc. • Plainfield, IN

3d • $91,121 - $125,292 • Hybrid

About The Position

Epson is seeking a people-focused leader to oversee customer order fulfillment and ensure customers receive the right products at the right time. The role combines customer advocacy, operational leadership, and team development, with an emphasis on navigating change and continuously improving customer service. The manager partners with sales teams and internal and external stakeholders while leading a team through evolving business needs. The position is based at Epson America’s Plainfield, Indiana location, with an opportunity for a hybrid schedule.

Requirements

• 8–12 years of advanced-level specialist experience.
• Bachelor’s degree (B.A. or B.S.) or equivalent experience.
• Excellent written and verbal communication skills in both English and Spanish.
• SAP experience, including serving as a user representative or system champion, participating in an SAP implementation, or supporting significant upgrades involving business or process changes.
• Demonstrated people leadership experience, with the ability to coach, mentor, motivate, and develop team members.
• Collaborative and empathetic leadership approach, with the ability to build trust, treat team members fairly and consistently, and maintain a constructive environment during change.
• Customer-focused mindset and ability to understand customer needs, proactively resolve issues, and advocate for customers across the organization.
• Ability to embrace change and lead through evolving business requirements, including when processes are still being developed or refined.
• Strong relationship-building and collaboration skills with Sales, Operations, Logistics, customers, vendors, and senior management.
• Ability to follow established processes while identifying and advancing continuous-improvement opportunities.
• Ability to travel quarterly to Mexico and California and to other locations as required.

Responsibilities

• Manage and monitor the order fulfillment process from order entry through delivery.
• Monitor and evaluate customer compliance performance, partnering with internal management and external customer contacts to identify deficiencies and process-improvement opportunities.
• Resolve escalated customer issues that impede order flow, proactively addressing customer needs and advocating for customers within the organization.
• Develop and maintain key performance metrics to monitor and improve operational performance.
• Establish and maintain business relationships with Sales Operations, customer contacts, and internal Logistics teams.
• Support and coordinate closely with the Branded Sales Team, approaching responsibilities with a sales-oriented mindset and acting as an extension of that team.
• Follow established processes while identifying opportunities to improve work as business needs evolve.
• Hire, motivate, evaluate, coach, mentor, and develop department personnel.
• Lead the team through organizational, system, and process changes, maintaining an environment of trust, empathy, fairness, and accountability.
• Advise management and provide recommendations regarding personnel matters and issues requiring escalation.
• Build relationships with peers and senior managers to support company goals and objectives.
• Manage vendor relationships to meet business needs, including product, service, and pricing considerations.
• Maintain professional relationships with peers at other corporations and outside organizations.
• Operate within budgetary constraints and participate in developing annual budget forecasts and updating and reconciling operating and budget plans.
• Develop and maintain written departmental standards and procedures.
• Contribute to tactical and annual operating plans, including defining group goals and objectives.

Benefits

• Comprehensive medical, dental, vision, and prescription drug coverage eligibility on start date.
• Paid time off, including sick time, vacation, and holidays.
• Company-paid life insurance and short-term and long-term disability programs.
• 401(k) plan with company matching.
• Educational reimbursement.
• Employee assistance program (EAP).
• Adoption assistance.
• Employee discounts.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager