{"id":3769010,"url":"https://alion.io/job/nidec-global-customer-service-manager","title":"Global Customer Service Manager","company":{"id":8724,"name":"Nidec","domain":"nidec.com","url":"https://alion.io/company/nidec","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":77,"open_postings":53,"ghost_share":0,"stale_share":0.906,"repost_share":0,"time_to_fill_p50_days":46,"computed_at":"2026-11-09T06:03:00Z"}},"role":"Field & Service","role_family":"Field & Service","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Apodaca, Mexico"],"countries":["MX"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false}],"status":"live","first_seen_at":"2026-11-04T21:02:01Z","employer_posted_date":"2026-11-04","last_verified_at":"2026-11-09T09:42:28Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"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.\nAll 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.\nJob Summary\nThe 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\nJob Summary:\nThe 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.\nDuties/Responsibilities:\nBuilding and Maintaining Customer Relationships\nDevelop 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.\nManage and drive the stakeholder engagement between sales and production to ensure customer expectations are exceeded\nTrack and manage customer query resolution efficiently\nProvide accurate reporting on scorecard performance and trend analyses for input into DS executive strategic and tactical decisions\nDaily review of shipping orders to drive OTD and escalate issues as and when\nAccurate Sales and Production Planning Input\nEnsure all orders and forecasts are correct and inputs into the various S&OP systems is accurate and updated frequently\nLiaise efficiently between sales and production to ensure problems are proactively dealt with to avoid OTD delays or negative customer experiences.\nProvide team updates around Quality and Service delivery as well as plans for any necessary changes.\nPrepare sales order reports to drive accurate forecasting\nActively participate in S&OP weekly reviews to provide input and direction on customer service strategies\nPeople Management\nImplement and drive performance management aligned to the key drivers for the DS business\nEnsure that development plans are in place and implemented to improve the skills, knowledge, and behaviors of the team\nDevelop a team culture of customer service excellence internally and externally\nEnsure that all team actions are aligned to the scorecard\nDriving Continuous Improvement and Cost Efficiencies\nResponsible for documenting and implementing Standard Operating Procedures\nOwns and manages other commercial actions such as Tariffs, Duties, and Surcharges to ensure they are documented and implemented properly\nOwns and manages the Pricing Change Process to ensure any pricing change is documented and drive compliance to the process\nContinuously review and streamline service level expectations, implement best practices to maintain and improve service levels\nCompetencies (skills, knowledge, and behaviors)- job level appropriate:\nEssential:\nVerbal and written communication skills\nInterpersonal savvy\nNegotiation and conflict resolution skills\nPlans and organizes\nAttention to detail\nTime management skills with a proven ability to meet deadlines\nPrioritization skills\nCustomer focus\nStrong analytical and strategic skills\nSuccess in leading teams\nExperience with MRP/ERP, S&OP, and CRM.\nPreferred:\nProficiency with Microsoft Office Suite\nLeadership skills\nCoaching skills\nEducation and Experience:\nRelated tertiary qualification eg Marketing or Business Management\n10 years management experience in a dynamic, customer service, customer care oriented, environment.\nAdditional Job Details\nManagement - M2Organizational Impact\nWorks to achieve operational, functional, and/or business targets within team with direct impact on departmental or job family results\nDelivers 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\nPlans and establishes goals and objectives for a team typically comprising of intermediate-level professionals and entry level professionals\nCommunication & Influence\nCommunicates with parties within and occasionally outside of own department or job family, which may include external clients or partners depending upon the job area\nRequires ability to influence others outside of own job area on policies, practices and procedures\nInnovation & Complexity\nResponsible for making moderate improvements of processes, systems, or products to enhance performance of the job area\nProblems are difficult and moderately complex and typically impact multiple departments or job family\nProblems are typically solved through drawing from prior experience and analysis of issues\nLeadership & Talent Management\nManages a team typically comprising of intermediate-level professionals and entry level professionals\nLeads, directs and reviews the work of team members in order to accomplish operational plans and results\nTypically has hiring, firing, promotion, and reward authority within own area, in accordance with manager review and approval\nKnowledge & Experience\nRequires practical knowledge in leading and managing the execution of processes, projects and tactics within one job area\nTypically 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\n• Typically has a bachelor’s degree or equivalent professional certification and 5 years of prior relevant experience\nEqual Employment Opportunity and Affirmative Action at Nidec\nNidec 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\nWork Shift Schedule\nNo Soliciting\nNidec 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.","description_format":"text","description_chars":7036,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Motors, Drives & Motion Control"],"lifecycle":[{"event":"open","at":"2026-11-04T21:02:01Z"}],"visa":[],"liveness":{"score":63,"band":"ok","label":"Likely open","p_open":1,"p_active":0.632,"p_room":1,"age_days":4,"expected_fill_days":46,"reasons":["conf:6","stale_co","velocity","win:early","comp:junior,brand"],"computed_at":"2026-11-09T06:03:00Z"},"pay":null,"html_url":"https://alion.io/job/nidec-global-customer-service-manager","json_url":"https://alion.io/job/nidec-global-customer-service-manager.json","meta":{"generated_at":"2026-11-09T10:28:43Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":11225,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-10T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":8724},"rest":"https://alion.io/mcp/rest/get_company?id=8724"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fnidec-global-customer-service-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fnidec-global-customer-service-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fnidec-global-customer-service-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/nidec-global-customer-service-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fnidec-global-customer-service-manager"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3769010}},{"tool":"search_jobs","arguments":{"company":"nidec.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3769010},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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