Manager, Dealer Support

Description
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

Qualifications
Ideal
* Experience in Order Processing in a Customer Service environment
* ERP System Experience
* CRM proficiency
* Demonstrated success within a cross-functional, matrix environment
* Budget Management

Preferred
* 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

Compensation
* The hiring range for this position is $75,000 - $84,300 annually + bonus. This is the hiring range and does not include the value of benefits. The hiring range does not reflect total earning potential over time.
* Final offers within the posted compensation range are based on qualifications, skills and experience required for the role.

Here's What We'll Bring
* 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