Americas Fulfilment and Customer Experience Director

Nidec Drives European Fulfilment Organisation Leader

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.

Summary Of Role

Nidec Drives is organised into three core pillars, Operations, Sales and Fulfilment. This role will lead the Nidec Drives European Fulfilment Organisation, with the primary goal of delivering exceptional customer experience in the Region.

The holder will lead the Regional fulfilment 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 fulfilment platform.

Key Responsibilities

Execution of Nidec Drives Fulfilment strategy and objectives.

Oversight of Regional Network of 3PL inventory and fulfilment hubs

Leadership of the Regional Fulfilment Organisation including Customer Services, Demand planning and Inventory analysis and compliance.

Oversight of Nidec Drives America logistics

Ownership of the primary customer on time delivery KPI.

Business Impact

Enhanced sales growth and customer retention.

Excellent product availability and on time delivery.

A consolidated lean inventory model driving fast inventory turns.

Low-cost order entry and administration for Nidec Drives and its customers.

Optimised logistics and warehouse costs.

Detailed Job Responsibilities

Operational Management :

Oversee daily operations of the hub, ensuring timely and accurate execution of processes.

Coordinate incoming and outgoing shipments, inventory, and resource allocation.

Develop and implement workflows to improve efficiency and productivity.

Integrate with the Drives S&OP and factory planning processes to create and accurate analysis of supply and demand by product and region.

Support the Regional Master Schedule for macro level manufacturing planning defining Nidec Drives Americas factories monthly production plans and on goods inventory levels to meet customer requirements, sales targets and financial targets for the region.

Customer Administrator and Order Administration

Lead the Regional Customer Administrator and Order Administrator Teams to deliver Fulfilment service support and first line customer service support relating to sales, operations (quality / technical) queries.

Oversee the order entry process (manual and through the platform), ensuring speed and accuracy.

Create and oversea a process (manual and system based) to give an accurate delivery date expectation.

Working with the Front Office Team, managing the orderbook dating aligning to any changes to supply, or the customer requirements.

Fulfilment Platform Development, Rollout, and Management

Working with the IT team, develop and maintain a fulfilment IT platform that meets the needs of the business and customers.

Ensure that integration and connection opportunities are implemented connecting Nidec business systems and external, customer, supplier and other systems.

Design and implement an onboarding and training program for Nidec team members and external users.

Ensure that the data sets used in the Platform are accurate and complete.

Ensure that IT support and service is in place to minimize platform downtime.

Logistics

Oversight of :

Monitor performances of logistic partners and carriers.

Negotiation of rates and lanes for inbound and outbound freight by air, ocean and road.

Optimization of logistics mode use and cost reduction program.

Performance Monitoring :

Track key performance indicators (KPIs) such as throughput, delivery accuracy, and efficiency.

Prepare and present performance reports for senior management.

Identify and address bottlenecks, delays, or operational inefficiencies and look for cost down opportunities.

Compliance and Control

Working with the Compliance teams, ensure that all trade compliance requirements are met at order placement and despatch.

Promote, drive and measure inventory accuracy. Put in place control procedures such as perpetual inventory counting.

Work with Finance and other teams to ensure accurate shipping, invoice and other documentation necessary for domestic and export shipments.

Health and Safety :

Ensure compliance with health, safety, and regulatory standards.

Conduct regular inspections and audits of the hub operations.

Implement safety protocols and address potential risks promptly.

Team Leadership :

Supervise, train, and mentor staff to ensure high performance.

Provide leadership and guidance to your direct reports and wider Fulfilment team and and compliance with company policies.

Encourage creative, transformational thinking combined with a winning (never give up) mindset.

Encourage strong communication between the Fulfilment group and other parts of Nidec Drives at all levels.

Complete regular performance reviews, manage attendance, holidays, disciplinary issues and procedures as appropriate.

Set performance goals and conduct regular evaluations for team members.

Foster a positive work environment that encourages teamwork and accountability.

Complete regular performance reviews, manage attendance, holidays, disciplinary issues and procedures as appropriate.

Authority And Decision Making :

This role is a budget holder within the Fulfilment Organization, and has authority to approve financial and other transactions across within the Fulfilment function in line with the DOA.

Travel Requirements :

Travel will be as required to meet business circumstances and objectives.

US and Mexico regular travel.

Required Qualifications And Experience :

Education and Qualifications

Undergraduate degree in relevant business discipline.

MBA desirable

Experience and skills

Credible prior experience in senior customer facing operations roles in a complex business.

Proven ability to add value and drive business performance.

Strong financial acumen and analytical skills.

Good people and project management skills.

Experience in operating and influencing at a strategic level.

Working within a multi-cultural and global environment.

Additional Job Details

Management M4 Organizational Impact Recommends tactical and operational strategies that will directly impact the achievement of overall business unit, department and / or job family group results Directs the execution of strategies established by functional and / or executive leadership Establishes operational plans for department and / or job family group with short- to mid-term impact on results (e.g., 1-3 years) Work requires a high degree of responsibility for resources, and frequently influences business decisions made by senior leadership Typically responsible for moderate revenue and / or expenditures in multiple areas or over multiple teams with moderate oversight, with signature authority Communication & Influence Communicates with parties within and outside of own business unit, department, and / or job family, and typically has responsibilities for communicating with parties external to the job family group, which may include clients or partners Works to influence others to accept job family group / business unit's view / practices and agree / accept new concepts, practices and approaches. Requires ability to communicate with executive leadership regarding matters of significant importance to the organization May conduct briefings with senior leaders within the business unit / job family group. May at times be required to negotiate regarding