Global Customer Service Manager

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Job Summary
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

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
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
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

Work Shift Schedule

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.