Global Customer Service Manager Job at Nidec Motor Corporation
We begin with dreams. Dreams drive our motivation. Dreams are our future. The world's dreams, people's dreams, our dreams. Our passion creates ideas that make dreams come alive. Technology and products that were only dreams become reality.
All for dreams. Dreams challenge and the Nidec-Group will continue to meet the challenge. For the world's and people's tomorrows; the world's first, the world's best technologies and products; we will continue our part in creating a better society.
Job Summary
.Nidec is the world's No.1 comprehensive motor manufacturer handling "everything that spins and moves", miniature to gigantic. Nidec is a global enterprise comprised of over 300 subsidiaries/affiliates. We are a leading manufacturer of commercial motors, industrial motors, appliance motors, and controls. Our product line features a full line of high efficiency motors for industrial applications in water treatment, mining, oil and gas, and power generation, and for commercial applications such as pool and spa, condensers, cooling towers and large refrigeration units.
From keeping us comfortable in our homes to pumping clean water to making our cars more safe, electric motors are an indispensable part of our daily lives. At Nidec, our employees are on the forefront of developing new motor technologies. As we move deeper into the age of robotics, the impact of motors will only increase.
With over 140,000 employees stationed worldwide, Nidec continues to be a unique organization, and each location maintains its individual personality.
Job Description
Job Summary:
The Customer Service Manager role has leadership, and management responsibility for the Customer Service (CS) Team at Nidec - Drive Systems in several global locations. The delivery of world class service to build and maintain customer relationships is the primary focus of the role.
Duties/Responsibilities:
Building and Maintaining Customer Relationships
- Develop and implement, a performance score card for CS team members to drive best in class customer service, focusing on production updates, shipping costs, forecasts, etc.
- Manage and drive the stakeholder engagement between sales and production to ensure customer expectations are exceeded
- Track and manage customer query resolution efficiently
- Provide accurate reporting on scorecard performance and trend analyses for input into DS executive strategic and tactical decisions
- Daily review of shipping orders to drive OTD and escalate issues as and when
Accurate Sales and Production Planning Input
- Ensure all orders and forecasts are correct and inputs into the various S&OP systems is accurate and updated frequently
- Liaise efficiently between sales and production to ensure problems are proactively dealt with to avoid OTD delays or negative customer experiences.
- Provide team updates around Quality and Service delivery as well as plans for any necessary changes.
- Prepare sales order reports to drive accurate forecasting
- Actively participate in S&OP weekly reviews to provide input and direction on customer service strategies
People Management
- Implement and drive performance management aligned to the key drivers for the DS business
- Ensure that development plans are in place and implemented to improve the skills, knowledge, and behaviors of the team
- Develop a team culture of customer service excellence internally and externally
- Ensure that all team actions are aligned to the scorecard
Driving Continuous Improvement and Cost Efficiencies
- Responsible for documenting and implementing Standard Operating Procedures
- Owns and manages other commercial actions such as Tariffs, Duties, and Surcharges to ensure they are documented and implemented properly
- Owns and manages the Pricing Change Process to ensure any pricing change is documented and drive compliance to the process
- Continuously review and streamline service level expectations, implement best practices to maintain and improve service levels
Competencies (skills, knowledge, and behaviors)- job level appropriate:
Essential:
- Verbal and written communication skills
- Interpersonal savvy
- Negotiation and conflict resolution skills
- Plans and organizes
- Attention to detail
- Time management skills with a proven ability to meet deadlines
- Prioritization skills
- Customer focus
- Strong analytical and strategic skills
- Success in leading teams
- Experience with MRP/ERP, S&OP, and CRM.
Preferred:
- Proficiency with Microsoft Office Suite
- Leadership skills
- Coaching skills
Education and Experience:
- Related tertiary qualification eg Marketing or Business Management
- 10 years management experience in a dynamic, customer service, customer care oriented, environment.
Additional Job Details
Equal Employment Opportunity and Affirmative Action at Nidec
Nidec is an Equal Employment Opportunity (EEO) and Affirmative Action Employer encouraging diversity in the workplace. All qualified applicants receive consideration for employment without regard to their age, gender, gender identity, sexual orientation, race, color, genetic information, religious creed, national origin, physical or mental disability, protected veteran status, or any other characteristic protected by law. For more information regarding your (EEO) rights as an applicant, please visit the following website: http://www1.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf
Nidec is an Equal Employment Opportunity (EEO) and Affirmative Action Employer encouraging diversity in the workplace. All qualified applicants receive consideration for employment without regard to their age, gender, gender identity, sexual orientation, race, color, genetic information, religious creed, national origin, physical or mental disability, protected veteran status, or any other characteristic protected by law. For more information regarding your (EEO) rights as an applicant, please visit the following website: http://www1.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf
No Soliciting
Nidec will not accept unsolicited resumes from individual recruiters or third party recruiting agencies in response to Nidec job postings. No fee will be paid to third parties who submit unsolicited candidates directly to our hiring managers. Pre-approval from the Nidec Talent Acquisition team is required before any external candidate can be submitted and such candidate must be submitted to the Nidec Talent Acquisition team.
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