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