Global Customer Service Leader: Drive Excellence

Nidec; United States; Remote; USD 90,000 - 120,000; Full time

Job summary

Nidec - Drive Systems in the United States is seeking a Customer Service Manager to lead the CS team across global locations and deliver world‑class service, strengthening customer relationships and ensuring operational excellence.

The role requires strong leadership, strategic thinking, and hands‑on experience with MRP/ERP, S&OP, and CRM. You will drive performance, coaching, and cross‑functional collaboration to improve customer satisfaction and business results.

Qualifications

• 10 years management experience in a dynamic customer service environment.
• Experience with MRP/ERP, S&OP, and CRM systems.
• Bachelor's degree in Marketing or Business Management or equivalent experience.
• Proven leadership and coaching capabilities; ability to influence cross-functionally.

Responsibilities

• Build and maintain strong customer relationships across global locations.
• Develop and implement a performance scorecard to drive best-in-class service.
• Manage stakeholder engagement between sales and production to meet/exceed customer expectations.
• Track and resolve customer inquiries and issues with timely reporting of trends.
• Lead daily reviews of shipping orders to optimize on-time delivery (OTD).
• Ensure accurate input of orders and forecasts into S&OP systems and related processes.
• Drive continuous improvement and cost efficiencies; document SOPs and pricing changes.

Skills

Leadership

People Management

Negotiation

Analytical skills

Project management

Time management

Communication skills

Customer focus

Planning & organizing

Attention to detail

Education

Marketing or Business Management degree

Tools

MRP/ERP

S&OP

CRM

Job description

Nidec - Drive Systems in the United States is seeking a Customer Service Manager to lead the CS team across global locations and deliver world‑class service, strengthening customer relationships and ensuring operational excellence.

The role requires strong leadership, strategic thinking, and hands‑on experience with MRP/ERP, S&OP, and CRM. You will drive performance, coaching, and cross‑functional collaboration to improve customer satisfaction and business results.