## Global Customer Service ManagerApply: North America/MEX/Apodaca
- Nidec Mexico Shared Services, S. de R.
L. de C.
V: Full time: Posted Today: R0017289We 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 SummaryThe 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 integral 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 whenAccurate 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 strategiesPeople 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 scorecardDriving 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 levelsCompetencies (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 skillsEducation 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 DetailsManagement – M2Organizational 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 professionalsCommunication & 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 proce

📌 Global Customer Service Manager (Ciénega de Flores)
🏢 Nidec
📍 Ciénega de Flores