Global Customer Service Manager

North America/MEX/Apodaca- Nidec Mexico Shared Services, S. de R.L. de C.Vmid

Customer SupportCustomer Service Representative

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Quick Summary

Key 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,

Technical Tools

Customer SupportCustomer Service Representative

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.

The Customer Service Manager is responsible for overseeing the customer service department and ensuring the organization delivers the highest level of customer service possible. The manager will be required to manage and train a team of customer service representatives, develop initiatives to improve customer satisfaction and retention, and take charge of customer complaints and resolutions.

Job Description

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.

Responsibilities

~1 min read

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

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

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

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

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

Related tertiary qualification eg Marketing or Business Management
10 years management experience in a dynamic, customer service, customer care oriented, environment.

Management – M2 Organizational Impact • Works to achieve operational, functional, and/or business targets within team with direct impact on departmental or job family results • Delivers operational results that have impact on the immediate or short-term results (e.g., less than 1 year) for the department and/or job family group • Plans and establishes goals and objectives for a team typically comprising of intermediate-level professionals and entry level professionals Communication & Influence • Communicates with parties within and occasionally outside of own department or job family, which may include external clients or partners depending upon the job area • Requires ability to influence others outside of own job area on policies, practices and procedures Innovation & Complexity • Responsible for making moderate improvements of processes, systems, or products to enhance performance of the job area • Problems are difficult and moderately complex and typically impact multiple departments or job family • Problems are typically solved through drawing from prior experience and analysis of issues Leadership & Talent Management • Manages a team typically comprising of intermediate-level professionals and entry level professionals • Leads, directs and reviews the work of team members in order to accomplish operational plans and results • Typically has hiring, firing, promotion, and reward authority within own area, in accordance with manager review and approval Knowledge & Experience • Requires practical knowledge in leading and managing the execution of processes, projects and tactics within one job area • Typically has advanced knowledge and skills within a specific technical or professional discipline with understanding of the impact of work on other areas of the organization • Typically has a bachelor’s degree or equivalent professional certification and 5 years of prior relevant experience

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.