Manager of Back Office

We are seeking a customer centric and detail oriented Manager of Back Office to join our team. The ideal candidate will play a pivotal role in ensuring the efficient and timely performance of our back office services related to various channel --  web, retail, wholesale - offerings from our fashion and retail customers (receiving, storage, allocation, shipping, and account receivables activities), as well as the associated data management necessary to service their customers; needs.  This role is integral to maintaining seamless operations and delivering outstanding service to our fashion customers. 

Duties and Responsibilities

• Manage the Senior Back Office Account Manager team, the assistant, and the BO AR (account receivables) team through the employee valuation process. – analyze productivity, knowledge, efficiency, and overall contribution.  Provide development plans for the team and coaching as necessary.
• Manage the headcount of the department in order to deliver a positive gross income margin and works with the Business Development team to propose Back office services to new accounts and to existing accounts that show a need for a higher level of account management than provided by the Client Services Management organization.
• Drive process automation and systems improvement to maximize the department’s productivity and scalability and oversees systems and process training in the department and work directly with the COO to determine areas targeted for improvement
• Implement, automate, standardize and maintain Back Office customer service and account receivable policies and procedures to facilitate the flow of merchandise and performance information to Bergen’s Back Office clients.  Document and update procedures via SOPS.  Automate order entry process into RLM from customer’s Order Management System (OMS) and automate style master loading into RLM. Continuously collaborate with the team to ensure that all processes for every account are run in the most efficient and productive manner possible.   
• Interact daily and build relationships with the customer service team and the clients ensuring on-time, on-demand, unparalleled service.
• Work with Bergen’s executive team to provide required information and reports to effectively manage the labor cost of the Back Office management team.
• Manage training/up-training of all back office account managers and their assistants to ensure uniformity and accuracy throughout.  Coordinate ongoing training sessions on all processes and systems to bring all the team members up to speed on improvements and updates.
• Be the liaison to the WMS development team as well as all corporate departments.
• Solve any disputed items and issues that are escalated through the department
• Alert the executive team with any out-of-the-ordinary unresolved issues that may require intervention.
• Determine training gaps and develop programs to improve AM’s utilization of RLM.
• Collaborate with the BO Team to ensure that every account runs in the most efficient and productive manner.
• Manage and resolve escalations including root cause analysis and elimination.
• Assist with account tasks as workloads dictate and as client needs dictate. .
• Other duties and/or functions as indicated by management.

Requirements

• 5 to 8 years experience managing Back Office, Finance  or Account Manager teams; fashion/ logistics industry is a plus.
• Experience leading multiple departments within logistics operations.
• Bachelor’s degree or equivalent experience strongly preferred.
• Strong knowledge of the RLM, AP21, Pearl, Joor or other OMS systems;  also, experience with WMS systems.
• Strong business relationships and understanding of operations systems
• Exceptional client service and attention to detail required.
• Excellent communication and interpersonal skills to supervise effectively, work with and motivate employees.
• Strong analytical and problem-solving skills
• Strong time management and organizational abilities.
• Ability to thrive in a fast-paced and dynamic environment.
• Aligned with Bergen’s How We Work Together Principles including: investing in People Development, creating a Safe Environment, treating others with Respect, being able to work as part of a Team, having Trust in others, having Passion for our work and clients, having good Communication skills and having high Accountability for oneself and others. 

Physical Requirements

The Manager of Back Office might have to work odd or long hours at any time to complete special requests for projects. Travel when needed.