The Estee Lauder Companies NA Account Services Manager in Bristol, Pennsylvania

NA Account Services Manager

Brand: Estée Lauder Companies


Position Summary

This position is part of the North America Order to Cash organization with direct accountability to multiple branded Sales teams. Lead and manage a team of approx. 4-5 Order Management Specialists. Accountable for the attainment of North America monthly order writing and shipping budgets (by brand), VFB (Variance from Budget) or latest estimate, retailer specific inventory receipt plans and inventory days to sell targets for multiple brands. Ensure that Order Management team is proactively supporting the needs of Field Sales, Operations Executives/Planners, Retail Partners and Distribution for order management and validation, shipments, launch and promotional program allocations, on counter requirements, service level detail and new door openings. Extensive interaction with Retail Partners, Sales, Marketing, Supply Chain, Retail Relations, Distribution, Transportation to deliver expected results.

Key Roles & Responsibilities

-(20%) Manage team to ensure 100% of order writing plan for Basic, Launch, Promotional and Collateral Programs to meet VFB (Variance from Budget) and promo expense budgets. Coach team in process adoption and the use of SAP capabilities; Availability to Promise (ATP) and Delivery Blocks to prioritize and recommend what needs to be done to achieve financial targets and sales objectives.

-(5%) Ensure that all Launch and Promotional programs are managed and executed in a timely and cost effective manner. Review and approve ship methods for expedited shipments to meet service or on counter commitments.

-(15%) Direct the communication efforts for the Order Management team to ensure that Field Sales, Operations, Executives/Planners, Retailer Buying offices and internal Distribution Centers are proactively informed on the status of all programs and related allocations, orders, shipments, out of stocks lists, material availability, promotions and advertising dates.

-(15%) Manage Retailer Order/Ship schedules for their respective brands and keep DC apprised of any changes. Ensure that order cycle timelines are met, on counter dates are protected and rush requests are executed. Initiate improvements to schedules as necessary to improve service .

-(10%) Manage the collaboration with Retailers, Brands and Transportation groups to determine and recommend most cost efficient and timely ship methods for expedited shipments to meet service or on counter commitments.

-(10%) Continually look for opportunities to drive efficiencies in Order Management practices.

-(5%) Ensure that all Order Management Specialists perform their role in a SOX compliant manner and that appropriate level of documentation is maintained for auditing purposes.

-(10%) Lead the team in understanding how to research and apply data from various SAP applications and other internal Order to Cash applications for problem solving purposes.

-(10%) Set the standard for collaboration with local Data Stewards to ensure master data accuracy and meticulous attention to detail. Maintain/enforce the SAP global template design with new field personnel and retail partners.


  • Bachelor's Degree required

  • 5-7 years Customer Service or related experience required

  • Demonstrated leadership skills with an emphasis on strategic thinking, managing change, collaboration and developing talent SAP Order Management experience is strongly preferred

  • Strong systems capability and ability to adapt to new applications as required.

  • Effective communication and influencing skills

  • Strong aptitude for math and advanced Excel skills

  • 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-PEA-Bristol

Job Type: Standard

Schedule: Full-time

Shift: 1st (Day) Shift

Travel: Yes, 5 % of the Time

We are an equal opportunity employer. Minorities, women, veterans, and individuals with disabilities are encouraged to apply.

Job Number: 192335