Customer experience executive

About SKF

SKF started its operations in India in 1923. Today, SKF provides industry leading automotive and industrial engineered solutions through its five technology-centric platforms: bearings and units, seals, mechatronics, lubrication solutions and services. Over the years the company has evolved from being a pioneer ball bearing manufacturing company to a knowledge-driven engineering company helping customers achieve sustainable and competitive business excellence.

SKF's solutions provide sustainable ways for companies across the automotive and industrial sectors to achieve breakthroughs in friction reduction, energy efficiency, and equipment longevity and reliability. With a strong commitment to research-based innovation, SKF India offers customized value-added solutions that integrate all its five technology platforms.

About the organization: www.skf.com/in

SKF Purpose Statement

Together, we re-imagine rotation for a better tomorrow.

By creating intelligent and clean solutions for people and the planet

JOB DESCRIPTION

Position Title:    Customer Experience Executive

Reports to:         Customer Experience Manager

Role Type:          Individual Contributor

Location:            Pune

1. KEY PURPOSE OF THE JOB
   • To ensure customer centric approach by engagement with Customers (OEM’s) and to be responsible for achieving customer satisfaction.
   • Proactively meet customer expectations around “Order Management & Fulfillment”, “Near Real time Visibility”, “Digital & Tech enabled ways of working” thereby making SKF a “Preferred Partner”.

2. KEY RESPONSIBILITIES
   • Ensure efficient and accurate handling of customer orders / schedules and distributor queries based on the contract entered in the system.
   • Ensure efficient order management through designed tool.
   • Monitor the progress and ensure complete execution of the order till delivery to customer.
   • Coordinate with supply chain planner (domestic & overseas) as and when required for timely delivery of material and to ensure no line stoppage at customer end.
   • Support CS Manager, Key Account Managers/Sales Managers/Unit Head to achieve monthly/quarterly and yearly targets of the business unit.
   • Create and update Customer & Product master in the system.
   • Implement various customer and distributor engagement initiatives from CS point of view.
   • Proactive approach to handle customer & distributor complaints and acknowledge the same through corrective and preventive actions.
   • Hands-on to use multiple platforms for efficiency.
   • Identify and implement process improvements.
   • Generating MIS reports on a weekly and monthly basis (sales report etc.) Also provide inputs for reporting from time to time.

3. KEY INTERFACES
   • Customers
   • KAM
   • Segment Head
   • Business Unit Head
   • Factory Supply Chain Planners
   • Logistics & Demand Chain
   • Controlling head
   • Overseas Factories
   • Application Engineers

4. KPI’s
   • TAT - Customer Response Time
   • Order Management – OTIF
   • Order Processing Time
   • Complaint Management (SER & DER)
   • Increase SOB with key accounts by using factory capacities, inventories, opportunity sale
   • Create Future ready CS & Leadership pipeline with IDP.

5. COMPETENCIES
   • Excel at analyzing issues and problem solving by using proven systems and practices to systematically analyze information collected from various sources.
   • Ability to make decisions or lead a good decision-making process.
   • Stakeholders Management & Collaborative approach
   • Project / Programme Management knowledge
   • Leading team and leadership qualities (Clarity, Simplicity, Passion & Empathy)
   • Knowledge of commercial terms, taxes, contracts, orders, and sales transactions.
   • Knowledge in material management forecasting, scheduling, planning and execution
   • Experience in solving customer complaints, complex situations,
   • Excellent verbal and written communication skills
   • Stakeholder management
   • Accountability for own set of customers and business

6. PROFILE OF THE JOB HOLDER
   • 2 -4  years of experience with Bachelor’s from a recognized university.
   • Knowledge of Order Fulfillment, Supply / Demand Chain planning, Warehouse and Transportation procedures.
   • Basic finance knowledge.
   • Candidate must have a strong process orientation with prior experience in leading process improvement and Digital initiatives.