The Estee Lauder Companies Manager, No Charge Order Processing and Gratis Administration in Bristol, Pennsylvania

Manager, No Charge Order Processing and Gratis Administration

Brand: Estée Lauder Companies Supply Chain


Position Summary

Overall responsibilities are three fold:

Gratis Administration:

Leads, develops, communicates, and maintains the North America Gratis and Field on boarding programs to maintain program standards and order management guidelines and strategies. Responsibilities include leading a team of administrators, thorough understanding of all brand and corporate criteria to supervise their direct reports in the proper administration, customer support, order entry and shipment follow up of EL Employees and retailer consultants awards totaling $35 million dollars for the North American Region. Lead and drive continuous improvement of process by partnering with the CPC, GIS/Enterprise Data Management and HR (Generalist) teams. Initiates the collaboration with our GIS support partners in the development of new criteria to facilitate system accuracy of generated awards and to limit manual award generation to correct system issues.

No Charge Order Administration:

Manage the No Charge Policy (internal free of charge merchandise) which includes the processing of over 30,000 orders annually to support Executives, Field and Special Events. Responsibilities include the administration of all aspects of the No Charge policy, leading a team of Administrators and the resulting Order Processing. Ensure that all No Charge requests are properly documented, reason codes supplied and that all required Approvals have been secured. Accountable for order entry accuracy, timely order processing, meeting delivery deadlines. Manage No Charge Approvers list. Lead and drive continuous improvement in the process and ultimately the automation of No Charge Order processing.

Projects & Other

Support the Executive Director, NA Customer Service with projects as required. Grant SAP Production access to NA SAP Order to Cash users. Issue Quarterly User Access Certifications to department heads for recertification. Other duties as assigned.

Key Roles & Responsibilities


Provides day to day supervision and leads the administrators in the management and reporting of monetary gratis awards and oversees the approval of credits for retailer counter staff and Corporate ELC employees. Authorized to make decisions regarding the reinstatement of gratis awards. 15%

Responsible for timely management and maintaining SOX order processing compliance of special gratis orders in SAP in conjunction with no charge order requests from the NYO for all brands. Additionally responsible to collaborate with the plant in order to maintain the timely shipment of orders. 10%

Supervises the timely communication with gratis customers to resolve inquiries and authorizes the creation of monetary Gratis awards to resolve inquiries as needed. 10%

Drives the continuous improvement of process by partnering with the CPC, GIS/Enterprise Data Management and HR (Generalist) teams. Leads the development of new criteria to facilitate the system accuracy of generated awards and to limit manual award generation to correct system issues. 10%

Manages the coordination of updates to eDemo via field written communication as well as generating reports in eDemo and Gratis systems to audit and cleanse data feeding into the gratis system. 5%

Manages all field sales and education, new employee setup, transfers and terminations - includes all onboarding and termination checklist items which require partnering with HR and Field representatives. 5%

No Charges

Day to day supervision of No Charge Administrators including issue resolution, approving No Charges and monitoring expected order cycle time of 5-7 days. 10%

Ensure strict compliance with NA No Charge Order Policy (internal free of charge merchandise). Personally review each order to verify compliance with approval process. 10%

Monitor team performance to ensure order cycle times and service levels are achieved. 5%

Manage all aspects of periodic Internal Audits 5%


Work on special projects as required 5%

Support ED, NA Customer Service with special reporting needs 5%

Manage the quarterly User Certification process for all NA SAP Order to Cash users. 5%



College Degree Required

Minimum of 5 Years of Relevant Experience

Excellent Computer Skills: Microsoft Word, Excel, SAP, IBM, WMS, Infolink, Outlook.

Strong Excel & Word a must.

Must possess strong organizational, analytical, written and verbal communication skills.

Must be detailed oriented and possess

Excellent judgment, tact, diplomacy and flexibility.

Ability to set and manage priorities in a multi-task environment.

Process orientation with understanding of how transactions flow and the impacts both up and downstream

Demonstrated ability to build alliances with internal / external business partners

Lead a team in developing more effective and efficient ways of working

Job: Customer Service

Primary Location: Americas-US-PA-Bristol

Job Type: Standard

Schedule: Full-time

Shift: 1st (Day) Shift

Travel: Yes, 5 % of the Time

Job Number: 163011