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Customer Service Operations Manager

2 months ago

Santa Ana, California, United States Nikkiso Clean Energy & Industrial Gases Full time

Company Overview

Nikkiso Clean Energy & Industrial Gases stands as a premier provider of cryogenic pumps, heat exchangers, and process systems, delivering innovative solutions for the LNG and industrial gases sectors. With an impressive annual revenue exceeding $250 million, we are a proud subsidiary of Nikkiso Company Ltd, a global industrial leader based in Tokyo, Japan, boasting over $1.5 billion in annual revenue and a workforce spanning the globe.

Position Summary

This role is situated within Nikkiso ACD, located in Santa Ana, CA, and is pivotal in steering the customer service department towards excellence.

Key Responsibilities

  • Lead and inspire the customer service team to achieve high performance.
  • Identify customer service needs through ongoing communication with clients and analysis of operational settings.
  • Contribute to strategic planning by providing insights and recommendations based on customer service data.
  • Set and monitor customer satisfaction targets, collaborating with the team to consistently meet these goals.
  • Address customer inquiries and resolve issues effectively.
  • Enhance service quality by reviewing and refining processes, establishing service metrics, and implementing necessary changes.
  • Collaborate with the Product Manager to shape product development strategies and requirements.
  • Conduct market research to define product specifications and identify market needs.
  • Develop comprehensive Go-To-Market strategies for new offerings.
  • Educate the sales team on new products and create supportive sales materials.
  • Gather market intelligence to understand customer behaviors and preferences.
  • Analyze competitive products, pricing, and positioning to inform strategic decisions.
  • Communicate product updates and sales information effectively across teams.
  • Travel for business purposes, including attending trade shows.

Qualifications

  • Bachelor's degree in business or a related field, or equivalent experience.
  • A minimum of five years in customer service within an industrial equipment manufacturing context.
  • Proficient in product management and customer communication.
  • Exceptional negotiation and influencing capabilities.
  • Strong verbal and written communication skills.
  • Deep understanding of brand management and marketing communications.
  • Proven ability to create business plans and product positioning documents.
  • Effective leadership and teamwork skills.
  • Ability to communicate at all organizational levels.
  • Familiarity with product development processes.
  • Proficient in Microsoft Office Suite.
  • Experience in CRM software and tools for managing customer relationships.
  • Knowledge of rotating equipment applications, including pumps and turbines, is advantageous.

Work Environment

This position operates in a professional office setting, utilizing standard office equipment.

Physical Requirements

Regular communication and visual acuity are essential, along with the ability to manage physical tasks such as lifting files and accessing filing systems.

Equal Opportunity Statement

Nikkiso CE&IG is committed to fostering a diverse and inclusive workplace. We are an equal opportunity employer, welcoming applicants from all backgrounds without discrimination based on race, color, religion, sex, sexual orientation, gender identity, national origin, or veteran status.