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Assistant Manager, MHUSA DTC Admin & Operations
Walnut Creek
Spirits and Beverage
Full time
Posted 3 weeks ago
Copied
Market: CA - San Francisco
Industry Segment: Spirits and Beverage
Category: Administration, Operations
Seniority: Manager
Job Type: Full time

Marketplace Role

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Job Description

Position

The Assistant Manager, Mhusa Direct-to-Consumer Administration and Operations is responsible for assisting the Mhusa Direct-to-Consumer Operations Manager in all functions pertaining to the operations of Mhusa (non-Chandon) Dtc business, from an operational and system perspective. This means overseeing master data set up for Mhusa Dtc in all systems used, overseeing Mhusa Dtc customer service agents, assisting the operation manager in coordinating all inventory replenishment for the Mhusa Dtc warehouse, coordinating Mhusa Dtc packaging needs (new packaging needs and packaging replenishment) as well as assisting the operation manager in Mhusa Dtc operational invoicing

Mousa Dtc Master Data Management and Administration

  • Collects all master data information with different partners and ensures all products, pricing, and other detailed information is properly inputted and stored in all relevant Mhusa Dtc systems such as Sap, Ship Compliant, Avalara, Commerce Cloud and 3Pl system.
  • Sets up new Mousa Dtc Skus (including bundles, accessories, services, etc.) and ensure they are properly created in all systems.
  • Assists the Operations Manager in registering products in all states as new Skus are added or markets open and updating all systems and stakeholders as registrations are approved.
  • In charge of building, documenting and improving operational processes around Master Data management and administration.
  • In charge of building, documenting and improving operational processes around Master Data management and administration.

Inventory Management & Packaging:

  • Assists the Operations Manager in managing the Mhusa Dtc product assortments and Inventories, securing the allocations with the different teams at Mhusa, managing replenishments of bottles and accessories
  • Assists the Operations Manager to place orders to transfer Mhusa stock for Dtc and oversee transfer progress, goods receipt, inbounding and system updates (good receipts in Sap, 3Pl inventory receipt, etc.)
  • Manage manual inventory adjustments as needed in Sap and with 3Pl, track adjustments needed, secure needed approvals and enter adjustments in all systems.
  • Assist the Operations Manager with the replenishment of personalization materials needed at 3Pl.
  • Ongoing management of packaging needs: anticipate replenishment needs, collect feedback and convey to stakeholders, work on constantly improving packaging costs, structure, quality and operational efficiency. Supports on designing new packaging requests as needed,
  • Daily point of contact with customer service team to assist with issue resolution and triage when needed.

Customer Service Management and Order Management

  • Daily point of contact with customer service team to assist with issue resolution and triage when needed.
  • Liaison with 3Pl and customer service team to track fulfillment and shipping related issues through to resolution.
  • Ensure proper information flow throughout the order lifecycle from order processing/payment to fulfillment and delivery.
  • Ensure customer service and 3Pl teams have the latest information about new products, new marketing activations, etc.
  • Provide operational insight and expertise to the Mhusa Dtc team to facilitate resolution of customer issues as necessary.
  • Manage customer service team user access to all Dtc systems as needed.
  • In charge of building, documenting and improving operational processes around Customer Service Management
  • Responsible for tracking Kpi’s related to customer service (resolution time, number of tickets, etc.) and fulfillment (order processing time, package deliverability, etc.)

Profile

Invoicing

  • Manage monthly invoice processing of Dtc operational related expenses.
  • Assists Operations Manager to ensure all operational costs are properly tracked and managed (shipping and handling costs, inventory carrying costs, packaging, logistics costs, etc.).

Other

  • Assist Dtc team and Operations Manager in tracking and following up on pending tasks in project management system.
  • Maintain a continuous improvement mindset by constantly evaluating, revising and responding with agility to meet rapidly evolving business needs and opportunities, and perform other functions or duties as assigned

Education

Bachelor’s degree required

Professional Experience

  • 2 years+ of technical and/or operational experience in a Direct-to-Consumer business
  • Experience with inventory management, fulfillment, customer service management, and use of ordering systems
  • Beverage Alcohol industry experience a must have

Practical/Technical Knowledge

  • In-depth knowledge of direct-to-consumer business models and the related planning, order management, fulfillment, and customer service activities required
  • Superior customer service skills, including personal presentation, listening skills, and written/verbal communication
  • Strong organizational skills with the ability to multi task and meet multiple deadlines across a variety of ongoing projects
  • In-depth analytical experience with the ability to think strategically while remaining execution-oriented
  • Ability to travel on a monthly basis

Assistant Manager, MHUSA DTC Admin & Operations
Moët Hennessy
Walnut Creek
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Assistant Manager, MHUSA DTC Admin & Operations
Moët Hennessy
Walnut Creek

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