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Customer Experience & Operations Manager

Requisition ID:  19889
Job Category:  Sales & Customer Service
Career level:  Manager
Contract type:  Permanent
Location: 

Pune, IN

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.

To know more, please visit: www.skf.com/in

 

SKF India has been recognized as a "Top Employer 2024" by the Top Employers Institute, acknowledging excellence in People Practices.

To know more, please visit: https://www.skf.com/in/news-and-events/news/2024/2024-01-18-skf-india-recognized-as-top-employer-2024-by-top-employers-institute

 

About Automotive Aftermarket

The Automotive Aftermarket is an increasingly demanding and faster paced business, bringing new challenges and opportunities to distributors and garages. The ability to offer a fast and flexible service, excellent model coverage, parts availability, product reliability, technical support and training determines our success.

 

At SKF we are continuously looking to deliver competitive advantages for our customers. By building strong partnerships we better understand the needs of mechanics and end customers, this helps us engineer the right support and solutions around them.

 

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

 

Job Title:                  Customer Experience & Operations Manager

Reports To:               Head - Distribution Development, VA India

Role Type:                Team Management

Location:                  Gurgaon / Pune

 

Purpose of the Role:

The Customer Experience & Operations Manager role exists to create excellence in Customer service & operations for VA Business, creating processes & enhancing adherence, removing ambiguities to ensure a strong communication & robust policy framework around the Invoicing Process, SAP, Returns, Appointment & Separation of Channel Partners. The role is responsible for delivering superior experiences, value and growth for customers.

 

The role plays a critical role in ensuring smooth operations, efficient execution, and exceptional customer service. Create alternative & problem-solving required for managing a network of 350+ channel partners & 150+ Key accounts.

 

Responsibilities:

Team Management:

    • Lead, mentor, & manage the operations & Service teams to excel & innovate the ways of working.
    • Provide ongoing training and development opportunities for the team to enhance their skills.
    • Build succession plan for self.

 

Operational Efficiency

    • Leading efficient and accurate handling of customer orders /schedules/queries.
    • Order Processing: Oversee order fulfilment, from order receipt to delivery, ensuring accuracy and timeliness.
    • Inventory Management: Collaborate with inventory teams to optimize stock levels, minimize shortages, and prevent excess inventory.
    • Logistics Coordination: Coordinate transportation, warehousing, and distribution logistics to ensure seamless execution.

 

Process Optimization: 

    • Continuously evaluate operational processes, identifying bottlenecks and implementing efficiency enhancements. Monitor the progress and ensure complete execution of the order till delivery to the Customer.
    • Coordinate with supply chain planner (domestic & overseas) as and when required for timely delivery of material and to ensure no line stoppage at the customer end.
    • Proactively engage Customers with the purpose of building and nurturing excellent relationships and enhancing their Experience with SKF through regular calls, customer visits etc.
    • Hands-on to use multiple platforms for efficiency, identify and implement process improvements.
    • Monitor and analyze customer service metrics to identify areas for improvement and implement strategies for enhancing customer satisfaction.
    • Collaborate with other departments to address customer concerns and improve overall customer experience.

 

KPI Measurements:

    • The impact created on Net Realisation, Reducing Skew in Month Ends, ensuring maximised fulfilment & invoicing, and Delivery.
    • Minimisation of complaints, Reduction of TAT, Cust Sat score improvement.
    • Timely closures to open issues & challenges.

Competencies:

    • Good verbal communication and presentation skills, analytical capabilities for managing data-based decision-making.
    • Strong Collaborative problem-solving skills and knowledge of SAP, CRM, Operations & customer service.
    • Proven track record in strategic & Transformative roles.
    • Basic understanding of logistics at a distributor point to optimize the supply chain and improve the distribution network.

 

 Education & Experience:

    • Graduation/ B.E / B. Tech /Graduation
    • Experience 10 years in Sales & Distribution with Exposure in Sales Operations, Customer Experience,  Supply Chain, and MIS preferred.
    • MBA (Preferred)
    • Age: 28 to 37

 

Interested candidate/s can share their resume to neha.chawda@skf.com

 

About SKF

SKF has been around for more than a century and today we are one of the world’s largest global suppliers of bearings and supporting solutions for rotating equipment. With more than 40,000 employees in around 130 countries, we are truly global. Our products are found everywhere in society. In fact, wherever there is movement, SKF’s solutions might be at work. This means that we are an important part of the everyday lives of people and companies around the world. See more, at www.skf.com.

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