Account Manager

CA EMPLOYEE PRIVACY RIGHTS: https://www.mgae.com/ca-employee-privacy-rights

MGA Entertainment is one of the largest and fastest growing privately held toy and entertainment companies in the world. Headquartered in Los Angeles, and with offices globally, the company creates innovative, proprietary, and licensed consumer products and entertainment properties, including toys, games, dolls, apparel, consumer electronics, home décor, stationery, sporting goods, movies, and television series. The MGA family includes award-winning brands such as L.O.L. Surprise!, Little Tikes, Rainbow High, Shadow High, Bratz, MGA's Miniverse, Fluffie Stuffiez , Na! Na! Na! Surprise, Micro Games of America, Baby born Surprise and Zapf Creation. For more information, please visit us at www.mgae.com or check us out at LinkedIn, Twitter, Instagram and Facebook.

Mission: As an integral part of the MGA Team, the Customer Account Manager is responsible for managing all aspects of the order management process for this key retail account. This role ensures seamless execution of sales orders, maintains superior customer service, and builds strong relationships with internal and external stakeholders, including Sales, Finance, Supply Chain, Buyers, Analysts, and Planners. The Customer Account Manager will lead a team to drive operational excellence, optimize order fulfillment, and ensure compliance with the retailer's requirements. The role requires strong problem-solving skills, attention to detail, and the ability to work in a fast-paced, sales-driven environment.

Key Result Areas & Time Utilization

1. Full-Cycle Sales Order Execution- 40%

2. Retailer Account Management & Strategic Partnership- 30%

3. Team Leadership & Development- 20%

4. Claims & Issue Resolution- 10%

Position Requirements

Education/Experience:

• College degree preferred.
• 5-10 years of experience in Account Management, Order Management, Sales Operations, Supply Chain, or Customer Service, preferably within the retail or consumer goods industry.

Skills/Knowledge/Abilities:

• Strong knowledge of [Retailer]'s systems and processes (e.g., Walmart Retail Link, Amazon Vendor Central, Target Partners Online, etc.).
• Exceptional planning and organizational skills with the ability to manage multiple priorities.
• Strong communication, negotiation, and problem-solving skills.
• Ability to thrive in a fast-paced, deadline-driven environment.
• Proficiency in Microsoft Office; experience with ERP and order management systems.

Key Responsibilities

Retailer Account Management & Strategic Partnership

• Serve as the primary point of contact for all order management activities related to the retailer.
• Build and maintain strong relationships with the retailer's Buyers, Planners, Analysts, and Distribution teams.
• Proactively communicate with Sales and Supply Chain teams to ensure alignment on order priorities, allocations, and inventory flow.
• Monitor retailer scorecards and KPIs (e.g., OTIF, fill rates, short ships) and implement corrective actions to meet performance targets.
• Stay updated on retailer-specific requirements, EDI changes, and operational processes, ensuring full compliance.
• Track and report account performance metrics, providing insights to Sales and Operations teams.

Full-Cycle Sales Order Execution

• Manage end-to-end order processing for the retailer, including EDI/manual orders, pricing accuracy, and case pack requirements.
• Monitor order status, proactively addressing issues such as backorders, substitutions, and fulfillment delays.
• Collaborate with internal teams to ensure timely processing and shipment of domestic and import orders.
• Provide weekly updates to Sales and Supply Chain teams on order status, shipping schedules, and potential risks.
• Manage vendor agreements, trade terms, and retailer compliance requirements.

Team Leadership & Development

• Lead and mentor a team of Order Management Analysts, driving performance and process improvements.
• Establish and enforce Standard Operating Procedures (SOPs) to ensure consistency and efficiency in order management processes.
• Train team members on retailer-specific requirements, system updates, and best practices.
• Foster a culture of continuous improvement and cross-functional collaboration.

Claims & Issue Resolution

• Investigate and resolve order discrepancies, chargebacks, and compliance violations in collaboration with Finance and Retail Compliance teams.
• Work closely with the retailer's claims department to expedite resolution of invoice disputes and deductions.
• Implement proactive measures to minimize claims and improve overall order accuracy.

Authority & Reporting:

• Leads a team of Order Management Analysts and other support roles.

Additional Responsibilities:

• Support promotional planning and execution, including tracking promotional orders and ensuring timely fulfillment.
• Manage retailer-specific reporting requirements, such as weekly scorecards and inventory tracking.
• Partner with the warehouse team to troubleshoot shipping and fulfillment issues.
• Maintain an order management playbook specific to the retailer for internal reference.

Salary:

$70,000.00 - $80,000.00 /year