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 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 RESPONSABILITIES

• 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.
• Oversea 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