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Senior Customer Service Manager

Nidec Motor Corporation

Location: Mankato, Minnesota
Type: Full-Time, Non-Remote
Posted on: May 9, 2024
Job Type: Full time
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 SummaryNidec / Kato Engineering is the world's No.1 comprehensive motor manufacturer handling "everything that spins and moves", miniature to gigantic. Nidec / Kato Engineering is a global enterprise comprised of over 300 subsidiaries/affiliates. We are a leading manufacturer of commercial motors, industrial motors, appliance motors, and controls. Our product line features a full line of high efficiency motors for industrial applications in water treatment, mining, oil and gas, and power generation, and for commercial applications such as pool and spa, condensers, cooling towers and large refrigeration units. From keeping us comfortable in our homes to pumping clean water to making our cars more safe, electric motors are an indispensable part of our daily lives. At Nidec, our employees are on the forefront of developing new motor technologies. As we move deeper into the age of robotics, the impact of motors will only increase. With over 140,000 employees stationed worldwide, Nidec / Kato Engineering continues to be a unique organization, and each location maintains its individual personality.Whether driving locomotives, powering offshore platforms or keeping the lights on after a storm, Nidec / Kato Engineering electric power generation products impact the world on a daily basis. With over 1,000 employees in the Americas, we are moving forward with technology to solve our customers’ electrical power needs for both prime and backup generation needs as the industry’s leading manufacturer.Job DescriptionThe Senior Customer Service Manager is responsible for providing a productive and motivating working environment and addressing any issues/disputes from customers or clients.Essential Duties/Responsibilities:Drafts, implements, and executes policies and procedures to facilitate quality customer service experienceEstablishes performance metrics for customer service representativesEstablishes service levels and requirements for the departmentDevelops and implements methods to record, assess, and analyze customer feedbackDevelops and implements training and quality assurance programs for new hires and experienced employeesIdentifies and recommends or acquires updates and expansions to technology, equipment, and policies that may improve customer service and retentionActs as a liaison between the customer service department and other functions in the companyDrafts and implements the department’s budgetKeep a record of customer interactions and details of actions takenCommunicate with internal teams to discuss sales targetsReport on resultsLead and direct the Customer Service team in process improvement effortsSupport sales/Engineering/Production groups as needed for proper workflowCommunication with internal and external customers regarding project throughputExperience/Skills:Ability to work in a team environmentProficiency in Microsoft Office and customer service softwareOutstanding written and verbal communication skillsGood understanding of management practices and techniquesExcellent leadership and interpersonal skillsMinimum of  7+ years proven experience in a customer service positionEducation:Bachelor’s Degree in Business Administration or relevant fieldAdditional Job DetailsCHECK US OUT ON YOUTUBE: Employment Opportunity and Affirmative Action at NidecNidec 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: SolicitingNidec 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.