Manager, Dealer Support
About The Position
Yamaha employees are committed to helping everyone progress, express, and connect through music and sound. We offer innovative, finely crafted and award-winning products for the entire journey. As the world’s largest musical instrument manufacturer, we are known for our quality, customer service and innovation. Key Accountabilities Include Drives Customer satisfaction and Yamaha’s brand strength Supports achievement of corporate sales and ensure departmental monthly budget Drives achievement of departmental KPI's and goals while maintaining metrics Ensure departmental JSOX compliance Attract, engage, and develop team members within the department Achieve service delivery expectations through effective order processing oversight Primary Responsibilities Include Ensure resolution of escalated Channel Partner issues Oversight of expenses and timekeeping Update and analyze metrics for workflow gap opportunities Review and maintain Oracle modifiers and all documentation for J-sox compliance Leverage various YCA stakeholders to support inquiry/issue resolution Identify ways to assist in improving the order entry process Drive workflow of salesforce case management Core Functional Competencies Brand Ambassador: Serve as a representative of the Yamaha brand Business Acumen YCA: Understand how the business works, including how YCA makes money and achieves goals Customer/Dealer Problem Resolution: Gather information towards appropriate solutions Data Management, Analytics and Reporting: Use tools to prepare accurate data and generate reports that meet information needs and enable decision making Department Technology and Systems: Understand and can effectively use department technology and systems to perform work Process Improvement: Use a systematic approach to close process or system performance gaps through streamlining and cycle time reduction Product Knowledge – Operations: Possess detailed knowledge of Yamaha's products and services Core Behavioral Competencies Yamaha Way (Will, Integrity, Initiative, Challenge, Commitment) Customer Focus Instills Trust Drives Results Manages Conflict Develops Talent Ensures Accountability
Requirements
- Experience in Order Processing in a Customer Service environment
- ERP System Experience
- CRM proficiency
- Demonstrated success within a cross-functional, matrix environment
- Budget Management
Nice To Haves
- 5+ years in an Order Processing and Call Center Management environment
- Tableau or Similar Data Base Software Experience Tableau or Similar Data Base Software Experience
- Salesforce Dashboard/Reports Experience
- People management
Responsibilities
- Ensure resolution of escalated Channel Partner issues
- Oversight of expenses and timekeeping
- Update and analyze metrics for workflow gap opportunities
- Review and maintain Oracle modifiers and all documentation for J-sox compliance
- Leverage various YCA stakeholders to support inquiry/issue resolution
- Identify ways to assist in improving the order entry process
- Drive workflow of salesforce case management
Benefits
- Comprehensive benefits package including Medical, Vision, Dental, LTD, Life-Insurance and 401k with match AND automatic contributions
- Performance based bonus program
- Robust employee wellness programs including free music lessons
- Gym and wellness reimbursement program
- Tobacco cessation reward program
- Free concerts from award winning artists
- Discounted hotel, travel, entertainment, and other attractions
- Employee product purchase program
- Flexible work options (including hybrid schedule)
- Casual dress
- Vacation, sick-time and personal floating holidays
- In-office events, for example -- Bring Your Dog to Work Day, Employee Singing Competitions, Spirit Week and other fun events
- Inclusive and passionate culture
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
