Manager, Customer Account Services

Epson is a global technology leader whose philosophy of efficient, compact and precise innovation enriches lives and helps create a better world. Delivering innovative technology is only part of the customer experience. How we support our customers and build strong relationships throughout their journey with Epson is equally important.

Manager, Customer Account Services

We are seeking an experienced, people-focused leader to oversee customer order fulfillment and help ensure our customers receive the right products at the right time to meet their needs. This role combines customer advocacy, operational leadership, and team development, with an important focus on navigating change and continuously improving how we serve our customers. You will partner closely with sales teams and other internal and external stakeholders while leading a team through evolving business needs. This is an opportunity for a collaborative and empathetic leader who can build trust, maintain a positive team environment, and keep both customers and business priorities at the center of decision-making.

This position will be based out of Epson America’s location in Plainfield, Indiana, with an opportunity for a hybrid schedule.

What You Will Be Doing

Customer Order Processing

• Manage and monitor the order fulfillment process from order entry through delivery, helping ensure customers receive the right products at the right time.
• Monitor and evaluate customer compliance performance, partnering with internal management and external customer contacts to identify deficiencies and opportunities for process improvement.
• Resolve escalated customer issues that impede order flow, proactively addressing customer needs and serving as a customer advocate within the organization.
• Develop and maintain key performance metrics to monitor and improve operational performance.
• Establish and maintain strong business relationships with Sales Operations, customer contacts, and internal Logistics teams.
• Provide support to and coordinate closely with the Branded Sales Team.
• Approach responsibilities with a sales-oriented mindset and act as an extension of the Branded Sales Team.
• Follow established processes while identifying opportunities to improve how work gets done as business needs evolve.

Relationship Management

• Hire, motivate, evaluate, and develop department personnel.
• Provide coaching and mentoring to team members, creating an environment of trust, empathy, fairness, and accountability.
• Lead the team positively through organizational, system, and process changes, including situations where processes may continue to evolve as the business expands into new markets and revenue streams.
• Advise management and provide recommendations regarding personnel matters and issues requiring escalation.
• Build strong relationships with peers and senior managers to support company goals and objectives.
• Manage and leverage vendor relationships to achieve business needs, including product, service, and pricing considerations.
• Maintain professional relationships with peers at other corporations and outside organizations.

Department Management

• Operate within budgetary constraints and participate in developing annual budget forecasts and updating and reconciling operating and budget plans as required.
• Develop and maintain written departmental standards and procedures.
• Contribute directly to tactical and annual operating plans, including defining goals and objectives for the group.

What You Will Bring

• 8–12 years of advanced-level specialist experience.
• Bachelor’s degree (B.A. or B.S.) or equivalent experience.
• Bilingual: excellent written and verbal communication skills in English AND Spanish
• SAP experience, including experience 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.
• A collaborative and empathetic leadership approach with the ability to build trust, treat team members fairly and consistently, and maintain a constructive environment during periods of change.
• A customer-focused mindset with the ability to understand customer needs, proactively resolve issues, and advocate for customers across the organization.
• Ability to embrace change and effectively lead through evolving business requirements, including situations where processes are still being developed or refined.
• Strong relationship-building skills and the ability to collaborate effectively with Sales, Operations, Logistics, customers, vendors, and senior management.
• Ability to follow established processes while recognizing and advancing opportunities for continuous improvement.
• Ability to travel quarterly to Mexico and California and other locations as required.