Sony

Client Services Representative

• Collaborate with Sony Music, US Supply Chain, and Legacy SCS DC to manage inbound inventory and outbound shipping activities.
• Conduct daily reviews of open orders and shipments with Legacy SCS DC.
• Liaise with Connective Global Logistics (CGL) for shipping quotes and optimal transit times.
• Analyze monthly performance metrics, including on-time shipping and freight spend.
• Review and validate invoice reports.
• Lead bi-monthly calls with the Sony Sales Team to review upcoming releases and promotional deals.
• Provide annual forecasts to the DC and update based on sales input.
• Prepare and distribute the Monthly Physical Dashboard, including analysis and results for management.
• Develop, prepare, and analyze monthly SLA and key distribution metrics.
• Maintain high-level oversight of account-specific operations.
• Ensure proficiency in order entry, customer maintenance, inventory controls, claims, returns, custom billing, and report creation (Business Objects).
• Collaborate with Sony IT on system testing and enhancements.
• Drive process improvements and efficiency initiatives within the team.
• Review monthly and quarterly inventory comparisons.
• Validate cycle counts from the DC and update narrative documentation as required.
• Participate in weekly and ad hoc meetings to support operational goals.

Manager, Client Services

• Provide strategic direction and leadership for all customer service activities, ensuring full compliance with SLAs and achievement of KPI targets.
• Oversee all distribution operations in partnership with the Supply Chain team, maintaining high standards of service and operational efficiency.
• Design, implement, and manage robust systems for KPI and SLA data capture, enabling timely and transparent performance reporting to customers and executive leadership.
• Lead the development and execution of comprehensive customer onboarding project plans, ensuring all business requirements are met for a smooth transition to production.
• Drive the creation and deployment of innovative system applications that enhance supply chain capabilities, reduce costs, and improve customer service.
• Collaborate with the SVP of Sales to support warehousing, distribution, and transportation activities, ensuring all shipments, receipts, and returns meet customer requirements and are delivered on time and in full.
• Develop and execute action plans to address evolving business needs, capitalize on new revenue opportunities, and respond proactively to changing customer requirements.
• Champion Sony Music’s quality initiatives, including ISO and other critical-to-quality programs, to ensure delivery of superior products and services.
• Partner with IT to implement distribution system enhancements, streamlining processes and eliminating inefficiencies to drive continuous improvement.
• Prepare and present detailed performance reports to the Executive Team, clearly communicating results against established targets and identifying areas for improvement.
• Oversee contract management, ensuring adherence to Sony Music’s excellence standards and instituting corrective actions to address any service level failures.

Manager, Client Services

Vice President, Client Services