Job Description

Join Epson’s Customer Account Service Team— and lead a high-performing group that supports our U.S. customers with exceptional order management and customer care. You’ll oversee daily operations, coach a talented team, and ensure accurate, on-time delivery and service excellence.

You’ll report to a U.S.-based manager and collaborate closely with North America Customer Service and Sales Operations teams to align on performance goals and continuous improvement.

Long Description

Principal Accountabilities

In addition to the following Epson's policies and procedures, principal accountabilities include, but are not limited to:

Team Leadership & Development

• Supervise and mentor the Customer Account Service team, fostering a culture of accountability, collaboration, and customer focus and partnership with NA collegues.
• Set clear performance goals, conduct regular coaching sessions, and provide feedback to support team development.
• Manage day-to-day workflow and ensure adequate coverage for U.S. time zones and service demands.

Customer Order Processing

• Oversee end-to-end order processing in SAP, ensuring accuracy, compliance, and timely delivery.
• Monitor daily order activity, identify potential issues, and proactively resolve bottlenecks or escalations.
• Collaborate with Credit, Sales Operations, and Warehouse teams to manage order holds, allocations, and shipment coordination.
• Ensure adherence to company standards for order documentation, reporting, and data accuracy.

Customer Interaction & Support

• Handles complex or escalated customer issues promptly and professionally.
• Support team members in resolving inquiries related to pricing discrepancies, shipment delays, or product availability.
• Maintain strong customer relationships through proactive communication and issue resolution.

Process Improvement & Compliance

• Evaluate and refine departmental procedures to increase efficiency and service quality.
• Ensure compliance with customer and internal shipping, billing, and documentation requirements.
• Identify recurring issues or process gaps and recommend corrective actions to leadership.
• Support implementation of best practices and continuous improvement initiatives aligned with Epson’s global service standards.

Principal Requirements

• 5+ years of experience in customer service and order management (order to cash process), including at least 2 years in a supervisory role.
• Strong knowledge of SAP, logistics coordination, and customer account management.
• Proven ability to develop, motivate, and lead teams toward achieving business objectives.
• Strong ability to analyze challenges, manage escalations, and implement effective solutions.
• Customer-focused mindset, attention to detail, and commitment to continuous improvement.
• Ability to collaborate effectively across multiple departments to achieve results.
• Excellent English and Spanish communication skills, both written and verbal.
• Flexibility to adapt to changing priorities and work effectively with global colleagues.
• Ability to analyze key performance indicators (KPIs) related to order accuracy, response times, and customer satisfaction.
• Prepare and present regular performance reports to management and participate in planning, forecasting, and budgeting activities as required.

Education

D - Completion of an undergraduate program or equivalent experience (B.A. or B.S.).