Customer Experience Specialist

SKF in South Africa is represented by 200 employees in the Industrial Market Sales Unit in Jet Park, Boksburg and Gauteng. Learn more about us by visiting https://www.skf.com.

We are looking for a

Customer Experience (CX) Specialist 

The CX Specialist acts as a strategic partner, using automation and digital tools to remove manual, repetitive tasks so human Expert knowledge can concentrate on activities that produce business impact  Primary duties encompass order book management, quote follow-up, and delivering customized, reliable support to the right customers based on ABC classification and strategic priorities. .

Key Responsibilities:

• Manage the order book with foresight , anticipating and resolving issues before they impact customers.
• Execute disciplined quote follow-up to maximize conversion rates and customer satisfaction.
• Use digital dashboards and analytics to monitor, prioritize, and act on customer data.
• Deliver personalized support and advocacy for high-value customers, tailoring solutions to their needs.
• Ensure consistency and reliability across all customer touchpoints, leveraging automation for efficiency.
• Build strong human connections with customers through an understanding of customer needs, authenticity, and responsiveness.
• Collaborate cross-functionally to execute business strategies and ensure seamless customer experiences.
• Champion digital adoption and continuous learning within the CX team.
• Promote a culture focused on performance and feedback, leveraging KPIs and data-driven insights to guide improvements. .
• Foster a culture of courage, innovation, and solution-focused  problem-solving.

Required Skills & Abilities:

• Forward-thinking order book management: detail-focused, accountable, and committed to ongoing enhancement. Quote Follow-Up Excellence: Effective communicator, results-driven, and skilled in follow-up discipline.
• Personalization & Customer Advocacy: Deep understanding of customer segmentation and needs; ability to act as a customer champion.
• Consistency & Proactive Support: Reliable, anticipates needs, and leverages automation for consistency.
• Human Connections: Builds trust, communicates vision, and collaborates effectively.
• Digital & Automation Fluency: Comfortable with digital tools, AI, and process automation; identifies opportunities for efficiency.
• Performance & Feedback Culture: Data-driven, feedback-oriented, and open to new ways of working .

Qualifications:

• Bachelor’s degree in Business, Sales, or related field (or equivalent experience).
• Experience in customer experience, sales support, or related roles.
• Skilled at working with digital tools and automation platforms.
• Well-developed structured, communication, and interpersonal skills.
• Demonstrated ability to drive change and foster a performance culture.

What We Offer

• Opportunity to shape the future of CX in a dynamic, innovative environment.
• Access to cutting-edge digital tools and training.
• Collaborative, supportive team culture.
• Competitive compensation and benefits.

Why Join Us?

You’ll be part of a value-driven, global organization that empowers its people and encourages continuous learning, innovation, and collaboration. If you enjoy creating consistently positive customer experiences and want to contribute to an effective team, this role is for you or if you find fulfillment in ensuring consistently positive customer experiences and want to support a team focused on performance and collaboration, this role is a match.

SKF is committed to creating a diverse environment, and we firmly believe that a diverse workforce is essential for our continued success. Therefore, we only focus on your experience, skills, and potential. Come as you are – just be yourself. #weareSKF

Some additional info

The position is located in Boksburg, South Africa, local contract.

You will report to the Customer Experience Manager - Southern Africa, who is located in Boksburg, South Africa. 

For questions regarding the recruitment process, please contact Katrin Edelmann, Recruitment Expert Europe & Africa, by email katrin.edelmann@skf.com. Please note that we can't accept applications via email due to GDPR.  

Is this you?

If the answer is yes, submit your application with your CV and cover letter in English as soon as possible. Please note that we can't accept applications via email due to GDPR.  

At SKF, we are committed to promoting fairness and inclusivity throughout our recruitment process. To achieve this, we may include assessments and verify the information in your application in compliance with country-specific laws and regulations. If you have any questions or concerns, please feel free to contact the recruiter.