Associate Manager, Affiliate Customer Service

Your Dreams, Our Future.

Join the dynamic and diverse team at Shiseido Americas, a subsidiary of the world-renowned Shiseido Company Limited. Be a part of a portfolio of prestige beauty brands which includes Clé de Peau Beauté, Drunk Elephant, Dr. Dennis Gross Skincare, NARS, SHISEIDO and several prestige fragrance brands including Issey Miyake, Narciso Rodriguez and Tory Burch. At Shiseido Americas we value and celebrate human diversity, with a rich tapestry of employees from all backgrounds and experiences.

Headquartered in New York City with US offices and facilities located in New Jersey, Ohio, Texas and Florida, Shiseido Americas employs over 2,000 individuals in the US, Canada, and Latin America. Shiseido Americas is a hub of talent and innovation. Be inspired by the array of skills, knowledge, and integrity of your colleagues, and join our driving force as Shiseido continues its pursuit of beauty innovations for a better world.

At Shiseido Americas, we focus on our people. We strive to foster a collaborative workplace culture where creative thinking, inclusivity and unique diverse perspectives are celebrated in order to drive success for both our employees and the company as a whole. By prioritizing our team and promoting an open-minded environment, we push the boundaries of what's possible and bring new ideas to life.

WHERE YOU WILL WORK

Our Affiliate Customer Service team encourages a culture of continuous learning and improvement, with a focus on driving innovation and achieving operational excellence. We offer a dynamic and stimulating work culture, as employees are part of a greater team and purpose that collaborates with different departments, brands and business units.

JOB SUMMARY

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, sharing 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/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 ACS Manager and Sr. Manager.

WHAT YOU WILL DO

- You will 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 of affiliate purchase plans.

- You will coordinate monthly order activities with affiliates, Supply and Demand planning (S&OP), and ADC, ensuring adherence to established timelines, allocation guidelines, and international shipping wave schedule.

- You will monitor order and shipment status, identify risks to planned shipments, and coordinate corrective actions with relevant partners. Provide timely communication on risks, recovery plans, and outstanding decisions to Affiliates and ACS management.

- You will investigate and resolve order and shipment issues, including allocation discrepancies, master data and transfer pricing errors, and market-specific requirements. Escalate exceptions requiring changes to established priorities, policies, or commitments to the ACS Manager, involving the Sr. Manager as appropriate, and provide recommended actions.

- You will partner with S&OP to assess the impact of supply constraints, demand changes, and incremental order requests on assigned region, and coordinate execution of agreed priorities.

- You will coordinate affiliate claims and credit/debit requests within assigned scope, ensuring proper documentation, routing, follow-up, and adherence to procedures.

- You will supervise direct report(s), establish clear priorities, coordinate workload and coverage, and provide ongoing coaching, training, and performance feedback. Conduct performance reviews and establish development plans in alignment with ACS management.

- You will analyze operational performance and service issues for assigned region, identify root causes and recurring trends, and recommend and implement corrective actions. Contribute to accurate operational reporting and analysis for business review and decision making.

- You will maintain process documentation and train team members on assigned workflows, ensuring consistent execution, appropriate controls, and effective backup coverage.

- You will identify and implement improvements within region’s assigned processes, working with ACS Manager and cross-functional partners on changes affecting broader ACS workflows. Support system enhancements through business requirements, testing, and implementation activities, as applicable.

- You will represent the assigned region in operational discussions with affiliates and internal partners, communicating priorities, resolving open issues, and following through on agreed actions.

WHO YOU ARE

- You have a 4-year college degree

- You have 4+ years of experience in operations, sales administration, supply chain, or a related function, with demonstrated ownership of assigned accounts or operational processes.

- You have experience supervising, coaching, or training others; prior direct people management experience preferred.

- You understand allocation planning, inventory availability and readiness, end-to-end order management, and distribution processes; experience supporting international markets preferred.

- You have strong analytical and problem-solving skills, including the ability to assess service level performance, identify root causes, and develop actionable recommendations.

- You are proficient in Microsoft Excel and experience using SAP or a comparable ERP system; familiarity with Power BI preferred.

- You have strong communication and relationship management skills, with the ability to communicate operational risks clearly, manage expectations, and coordinate issue resolution across functions and markets.

- You have cultural awareness, patience, and adaptability to build effective relationships with international colleagues across different workplace practices and communication styles.

- You have strong organizational skills and attention to detail, with the ability to prioritize competing account needs, manage deadlines, and coordinate workload with a direct report.

- You have demonstrated ability to exercise independent judgment, recognize when escalation is needed, and follow issues through to resolution.

- You have experience documenting, improving, and implementing operational processes.

If this sounds like you, we want you on our team. Apply today and let's create something beautiful!

#NYLaw #Li-hybrid

You may be asked to perform other duties needed to help drive to our vision, fulfill our mission and abide by our organization’s values.

What We Can Offer You

At Shiseido Americas, our pride extends beyond our rich legacy to our passionate and talented team that brings it to life every day. We recognize that without our people, innovation would not be possible. That's why we go above and beyond with our comprehensive benefits program to recognize our employees. With an array of options designed to give our employees peace of mind, our perks & benefits program is more than just a perk – it's an investment in our people's futures. Whether you're looking for comprehensive health coverage, retirement savings, or paid time off, our benefits have you covered! Check out a list of our Benefits and Perks offerings:

· Medical, Dental, & Vision Insurance

· Life and Disability Insurance

· Paid Time Off

· Paid Volunteer Days

· Paid Company Holidays

· Paid Parental Leave

· 401K with 6% Company Match

· Talent Development & Learning Programs

· Internal & International Mobility

· Product Discounts & Annual Gratis

· Employee Led Affinity Groups

· Tuition Reimbursement

The base pay for this position may vary based on geographic location. Actual base pay offered will be based on several factors including job-specific knowledge, education, skills, and depth of experience. In addition to base pay, we may offer additional forms of compensation as components of a total compensation package, including participation in our bonus program which features the ability to overachieve, in addition to a full range of competitive benefits.

Shiseido is an Equal Opportunity Employer and does not discriminate on the basis of race, color, gender identity, religion, sex, age, national origin, disability, veteran status, sexual orientation, genetic information or any other classification protected by Federal, State or Local law