Global Customer Service Manager

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

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

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 elevate 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 on 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