Customer Service Representative

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

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 Service Representative- Focus Segment (Lubrication Management)

Reports To:         Team Leader 

Role Type:           Individual Contributor 

Location:             Pune, Bangalore

Purpose of the role:

To ensure deployment of customer order handling (COH) processes and be the front-end contact for customer requirement delivery for achieving customer satisfaction.

Responsibilities:

• Tracking all registered orders and updating the customer about the status. Provide COH (customer order handling) support.
• Ensure efficient and accurate handling of customer orders/queries/schedules based on the contract entered in the system.
• Monitor the progress and complete execution of an order.
• Follow-up with planning, engineering, production & logistics and ensure on-time delivery of orders of the assigned region.  Report deviation of delivery to customer.
• Necessitate improvement actions to reduce administrative errors in conjunction with the responsible departments.
• Track the payment collection of the assigned region.
• Order review as per contract in the system and customer claims settlement as per justification received.
• Acknowledge orders received through order acknowledgements, queries, order status reports.
• Handle quotations and provide support to sales.
• Follow-up with various agencies such as finished product stores, transport department transporters, etc for on time deliveries.
• Create and update new customer master.
• To handle customer complaints and collect customer voice.
• Provide Value Added Service solution according to customer’s specific requirements, deep dive the root cause to provide better solution which may exceed customer’s expectation. 
• Accountable for their own customer and distributor portfolio.  
• Improve customer experience using various digital, automated and innovative solutions.  
• Interface with internal customers for problem-solving.
• Lead initiatives to improve CS processes and performance.
• Participate in team meetings and improvement projects.
• Train and provide operational support on CS matters to team members.
• Ensure up-to-date work process and procedure documentation for CS.

Key Interfaces

• Customers / Distributors 
• Controlling  
• Application Engineering 
• Factory Supply chain organization
• SKF Logistics Services 
• Central Finance 
• Area Sales Managers
• Direct Sales Head
• Business Unit Head

KPI’s 

• TAT – Response to customer. 
• Order management – on time delivery.  
• Customer Complaint Handling  
• Meet business targets and nos 
• Deployment of tools & Processes  

Competencies 

• Experience in handling key & critical customers’ accounts and business units (end to end)
• Knowledge of commercials, processes, supply chain, import, exports, forecasting, MIS etc.
• Stakeholders Management & Collaborative approach 
• Problem Solving  

Education & Experience

• Minimum 5+ years of strong experience in any of the areas of Customer Service, Sales or Supply chain.  
• Candidates must preferably have Engineering bachelor’s degree.
• A strong process orientation with prior experience in process improvement projects and initiatives. 
• High level of proficiency with existing systems and processes. Know-how of SAP. 
• Excellent verbal and written communication skills, networking and influencing skills with internal and external stakeholders