Americas Fulfilment and Customer Experience Director

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 Job Description SUMMARY OF ROLE Nidec Drives is organized into three core pillars: Operations, Sales, and Fulfillment. This role will lead the Nidec Drives European Fulfillment Organization, with the primary goal of delivering exceptional customer experience in the region. The holder will lead the Regional Fulfillment teams, managing the order-to-delivery cycle, connecting operations and sales to the customer through a network of regional 3PL hubs and an integrated IT fulfillment platform. KEY RESPONSIBILITIES Execute Nidec Drives Fulfillment strategy and objectives. Oversee regional network of 3PL inventory and fulfillment hubs. Lead the Regional Fulfillment Organization, including Customer Services, Demand Planning, and Inventory Analysis and Compliance. Oversee Nidec Drives America logistics. Own the primary customer on-time delivery KPI. BUSINESS IMPACT Enhance sales growth and customer retention. Ensure excellent product availability and on-time delivery. Implement a lean inventory model for fast inventory turns. Reduce order entry and administration costs. Optimize logistics and warehouse costs. DETAILED JOB RESPONSIBILITIES Operational Management: Oversee daily hub operations, ensuring timely and accurate processes. Coordinate shipments, inventory, and resource allocation. Develop workflows to improve efficiency. Integrate with Drives S&OP and factory planning for supply and demand analysis. Support macro-level manufacturing planning, defining monthly production and inventory levels. Customer and Order Administration: Lead Customer and Order Administrator Teams to deliver fulfillment support and first-line customer service. Oversee order entry processes, ensuring speed and accuracy. Create processes for accurate delivery date expectations. Manage order book alignment with supply and customer requirements. Fulfillment Platform Development: Develop and maintain a fulfillment IT platform in collaboration with IT. Ensure system integration with business, customer, and supplier systems. Design onboarding and training programs. Maintain accurate and complete data sets. Ensure IT support to minimize downtime. Logistics: Monitor logistics performance. Negotiate rates and lanes for freight. Optimize logistics modes and reduce costs. Performance Monitoring: Track KPIs like throughput and delivery accuracy. Report performance to senior management. Address bottlenecks and operational inefficiencies. Compliance and Control: Ensure trade compliance at order and dispatch stages. Promote inventory accuracy and control procedures. Coordinate with Finance for shipping and documentation accuracy. Health and Safety: Ensure safety and regulatory compliance. Conduct inspections and audits. Implement safety protocols. Team Leadership: Supervise, train, and mentor staff. Lead and guide the fulfillment team. Encourage innovative thinking and a resilient mindset. Foster communication across departments. Conduct performance reviews and manage team processes. AUTHORITY AND DECISION MAKING This role is a budget holder within the Fulfillment Organization, with authority to approve financial transactions within the scope of the DOA. TRAVEL REQUIREMENTS Travel will be as required to meet business circumstances and objectives. Regular travel to the US and Mexico. REQUIRED QUALIFICATIONS AND EXPERIENCE Education and Qualifications Undergraduate degree in relevant business discipline. MBA desirable. Experience and Skills Senior experience in customer-facing operations roles in complex businesses. Ability to add value and drive performance. Strong financial and analytical skills. People and project management skills. Experience influencing at strategic levels. Experience working in multicultural, global environments. Additional Job Details Management - M4 Organizational Impact: Recommends strategies, directs execution, and influences business results over 1-3 years. Manages resources and influences senior leadership decisions. Responsible for moderate revenue/expenditure with signature authority. Communication & Influence: Communicates internally and externally, influences others, negotiates, and conducts briefings with senior leaders. Innovation & Complexity: Implements process improvements, solves complex problems affecting multiple units, and draws on extensive experience. Leadership & Talent Management: Manages large teams, creates staffing plans, and has hiring/firing authority, ensuring talent availability. Knowledge & Experience: Requires advanced management knowledge, mastery in technical or broad expertise, a bachelors degree or equivalent, and 10+ years relevant experience. Equal Employment Opportunity: Nidec promotes diversity and considers all qualified applicants without discrimination. For more info, visit the EEOC website. No Soliciting: Unsolicited resumes from recruiters or agencies are not accepted without pre-approval. #J-18808-Ljbffr