Shiseido Associate Manager, Affiliate Customer Service

Role & 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 meet service-level targets and support on-time shipments of affiliate purchase plans.
• 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 requiring changes to priorities, policies, or commitments to the ACS Manager, involving the Senior Manager as appropriate, and recommend actions.
• Partner with S&OP to assess the impact 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 within the assigned scope, ensuring proper documentation, routing, follow-up, and adherence to procedures.
• Supervise direct reports, establish 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.
• Analyze regional operational performance and service issues, identify root causes and recurring trends, recommend and implement corrective actions, and contribute to accurate operational reporting and analysis for business reviews and decision-making.
• Maintain process documentation and train team members on assigned workflows to ensure consistent execution, appropriate controls, and effective backup coverage.
• Identify and implement improvements to assigned regional processes, partnering with the ACS Manager and cross-functional colleagues on changes to broader ACS workflows; support system enhancements through business requirements, testing, and implementation activities as applicable.
• Represent the assigned region in operational discussions with affiliates and internal partners, communicating priorities, resolving open issues, and following through on agreed actions.

Qualifications

• 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.
• Experience supervising, coaching, or training others; prior direct people-management experience preferred.
• Understanding of allocation planning, inventory availability and readiness, end-to-end order management, and distribution processes; experience supporting international markets preferred.
• Strong analytical and problem-solving skills, including the ability to assess service-level performance, identify root causes, and develop actionable recommendations.
• Proficiency in Microsoft Excel and experience using SAP or a comparable ERP system; familiarity with Power BI preferred.
• Strong communication and relationship-management skills, including the ability to communicate operational risks clearly, manage expectations, and coordinate issue resolution across functions and markets.
• Cultural awareness, patience, and adaptability to build effective 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.
• Demonstrated ability to exercise independent judgment, recognize when escalation is needed, and follow issues through to resolution.
• Experience documenting, improving, and implementing operational processes.

Skills

Experience

At least 4 years in operations, sales administration, supply chain, or a related function.

Education

Four-year college degree.

Benefits

Medical, dental, and vision insurance; life and disability insurance; paid time off; paid volunteer days; paid company holidays; paid parental leave; 401(k) with 6% company match; talent development and learning programs; internal and international mobility; product discounts and annual gratis; employee-led affinity groups; tuition reimbursement; eligibility for a bonus program with the ability to overachieve.

About Cerulean

Cerulean is the definitive career portal for the global luxury industry. We match exceptional professionals with exclusive opportunities at the world's most prestigious brands. From haute couture and fine watchmaking to prestige beauty, hospitality, and boutique retail, Cerulean centralises luxury employment to help you find the career for which you were destined.