Senior Customer Service Manager

6 days ago

Mankato, Minnesota, United States Nidec Full time

We all start pursuing our dreams. Dreams are that driving force that keep us going, shaping our future. The dreams of the world, of people, and of our own. Our passion sparks ideas that turn dreams into realities. What was once just a dream, becomes tangible thanks to technology and products.

For Nidec / Kato Engineering, dreams are a challenge that we willingly embrace. We are committed to meeting this challenge head-on, working towards a better future for both the world and its people. By offering cutting-edge technologies and top-notch products, we play our part in building a more prosperous society.



Join Our Team at Nidec / Kato Engineering



Job Summary

Nidec / Kato Engineering stands as the world's premier motor manufacturer, handling a wide range of motor products from small to large scales. With over 300 subsidiaries/affiliates worldwide, Nidec / Kato Engineering specializes in commercial and industrial motors, as well as controls. Our product catalog boasts a variety of high-efficiency motors catering to industrial sectors like water treatment, mining, oil and gas, power generation, and commercial applications such as pool and spa systems, cooling towers, and large refrigeration units.

From powering homes and providing clean water to enhancing car safety, electric motors are an essential part of our daily lives. At Nidec, our team members are at the forefront of innovation in motor technology. As we delve further into the era of robotics, the significance of motors continues to grow.

With a global workforce of over 140,000 employees, Nidec / Kato Engineering remains a distinctive organization, with each location maintaining its unique identity.



Job Description

The role of the Senior Customer Service Manager revolves around fostering a positive work environment and handling customer or client issues effectively.

Essential Duties/Responsibilities:

  • Develop, implement, and enforce policies and procedures to enhance the customer service experience
  • Set performance standards for customer service representatives
  • Define service levels and departmental requirements
  • Create methods to gather, evaluate, and interpret customer feedback
  • Establish training and quality assurance programs for new and existing staff
  • Identify opportunities for technological, equipment, and policy enhancements to boost customer service and retention
  • Serve as a bridge between customer service and other departments within the organization
  • Prepare and manage the department's budget
  • Maintain records of customer interactions and resolutions
  • Collaborate with internal teams to strategize sales targets
  • Provide regular reports on outcomes
  • Lead and guide the Customer Service team in enhancing operational processes
  • Offer support to sales/Engineering/Production teams for smooth workflow
  • Communicate with both internal and external stakeholders regarding project progress

Experience/Skills:

  • Ability to thrive in a team-oriented environment
  • Proficiency in Microsoft Office and customer service software
  • Exceptional written and verbal communication abilities
  • Solid grasp of management principles and practices
  • Strong leadership and interpersonal skills
  • Minimum of 7+ years of proven experience in customer service roles

Education:

  • Bachelor's Degree in Business Administration or a related field

Additional Job Details

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Equal Employment Opportunities at Nidec

Nidec adheres to Equal Employment Opportunity (EEO) and Affirmative Action practices, promoting diversity in the workplace. We provide equal employment opportunities to qualified individuals regardless of age, gender, sexual orientation, race, genetic information, religion, disability, veteran status, or any other legally protected characteristic.

No Unsolicited Communication

To maintain fairness in our recruitment process, Nidec does not accept unsolicited resumes from individual recruiters or external agencies in response to our job postings. We do not compensate third parties who submit unsolicited candidates. Contact the Nidec Talent Acquisition team for approval before sharing any external candidate details.

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