Your mission:

Are you an experienced Sales Administration Team Leader?

Would you like to establish a new team in Riga?

The Sales Administration Team Leader is responsible for the overall management of the Customer Operations Team that sit within the European Business Services (EBS) centre. This tole works closely with the Regional Epson teams for Customer Operations, Order to Cash and Customer Claims, ensuring accurate, timely, and compliant process and best in class service levels.

You will lead the Customer Operations team to meet regional SLA’s and process KIP’s and deliver defined objectives to maximise revenue and increase customer satisfaction.

This is a great opportunity to join Epson as we establish our brand-new office in Riga. You’ll be a founding member of our Epson Business Services team, collaborating with colleagues locally across functions such as finance, supply chain and logistics. You’ll also work closely with Epson teams all over Europe. 

Salary: 29,000-36,250 (EUR) + Bonus

Benefits: A wide range of employee benefits, health insurance, hybrid working and a local budget for well-being

What you will do:

• Act as the primary liaison and build strong collaborative relationships with local Customer Operations teams.
• Manage the Customer Operations EBS team to provide end to end customer account management and all OTC transaction processes for direct customers.
• Manage the Customer Operations EBS team with the support from Supply Chain department regarding planning and fulfilment performance and our 3PL partners for customer slot booking so they can maximise revenue and customer satisfaction for their region. Monitor customer facing account metrics to ensure customer expectations are met and aim to reduce OFLT and order ageing.
• Manage the Epson Managed Print Service offerings, support customers with shipment follow-up and printer status updates, processing of returns and relatin stock adjustments, as well as overseeing the monthly and quarterly billing process.
• Manage the customer accounts claim cycle through to resolution, ensuring all correspondence, documentation and enquiries regarding transaction processing of commercial claims, back margin, rebates, promotions and logistics claims are validated and processed on a complete, timely, and accurate basis.
• Work closely with Credit Control to ensure effective front-end management of the sales/collection areas.
• Monitor SLA / KPI performance. Include targets and processes to reduce escalation or disputes with customer and local teams.
• Support Regional sales leaders with customer lifecycle, system settings / documents and processes.
• Engage in projects internally across the regions together with the BPO team to develop internal Epson best in class solutions and foster continual improvement.
• Manage and maintain all process and procedure documents to ensure full compliance for JSOX and Audit both internal and external.
• Lead, coach, and develop the Customer Operations team

What we ask for:Bottom of Form

• Bachelor degree or ability to work and interact at this level.
• Previous sales administration experience to be able to work and interact at this level.
• Previous experience managing a small team for a sales focused department, handling volume transactions.
• Good understanding of Order to cash processes and relevant KPI’s.
• First class MS Office skills, in particular Power BI / Excel.
• Previous experience of an ERP preferably SAP SD / MM / IBP / BW.
• Attention to detail and desire to follow issue through to closure.
• Excellent interpersonal skills, including experience of dealing with all levels of management, and different functional departments.
• Proven experience in improvement of business processes.
• Self starter able to motivate yourself and team.
• Good communication skills (written / verbal and face to face).
• Good written and spoken English (additional European languages also a plus).

We are keen to hear from you even if you don’t match all listed requirements, but you identify with our brand and passion for innovation.

What we offer:

Our heritage  

We aspire to be an indispensable company, trusted throughout the world for our commitment to openness, customer satisfaction and sustainability. We respect individuality while promoting teamwork, and we are committed to delivering unique value through innovative and creative solutions.

Our commitment to the environment

We all have a role to play in building a better future. For Epson, being a sustainable company means being mindful of every aspect of our organisation – from the smallest lightbulb to the largest factory. It fuels our innovation, drives our growth, motivates our workforce and, ultimately, to contribute to society.

Our people

We believe a healthy culture, strong values, teamwork, and contribution from a diverse range of individuals will help us to strive for excellence.

Our brand

Ranked by Clarivate Analytics as a Top 100 Global Innovator brand for the last seven years running.

Epson is an equal opportunity employer. We celebrate diversity and are dedicated to fostering an inclusive environment for all employees. We actively encourage applications from individuals of all protected characteristics and are committed to providing any necessary accommodations during the application and assessment process, as well as upon joining our team.

If you require additional assistance for your application or wheelchair access to our facilities, please email recruitment@epson.eu. A member of our team will be happy to assist you.