Customer Service - Team Leader - General Machinery

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 Industrial Markets

The industrial market in India is a dynamic and rapidly evolving sector that plays a crucial role in a company’s economic growth, with the manufacturing sector being the most diverse and promising. Industrial customers aim to improve operational efficiency while prioritising quality, reliability, and value collaborations that demonstrate a commitment to customer satisfaction and address their evolving needs.

At SKF, we provide industry-leading engineering solutions and technologies to industrial market that consistently deliver reliability and efficiency in their day-to-day operations. We cater to a range of industrial sectors, including heavy industries, wind, metals, railways, and general machinery, and help customers achieve their key objectives, depending on their specific application needs and challenges around the machines and equipment.

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:           Team Leader – Customer Service

Reports To:               Segment Head – General Machinery  

Role Type:                Team Management  

Location:                   Pune / Mumbai / Chennai / Gurgaon

Job Responsibilities

To drive demand and supply management including order change management with customer and factory to enhance service level and on time delivery;

Build strong customer relationships and CRM by facilitating customer and distributor engagement. Ensure that the CS Team proactively supports the sales team.

Actively work with CS team and Segment team in reaching BU targets

Elimination of errors in order execution and process improvement. Risk management by being vigilant on the CS team day today activity

Create and update Product and Customer Master

To handle customer complaints and collect customer voice. Proactively drive new and innovative ideas for improving and simplifying existing processes and efficiency optimization.

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;

Ensure Customer Satisfaction Index Survey with respective segment customers & initiate improvement action plan

Ensure Quality Process compliance and review at regular intervals

Manage few large/strategic accounts independently

Ensure continuous development and improvement of team members using Manage, Lead and Coach styles. Demonstrate PAT behaviors and create a culture of PAT within their team.

Improve customer experience using various digital, automated and innovative solutions.

Skill Set

Experience in handling key & critical customers’ accounts and business units (end to end)

Knowledge of commercials, processes, supply chain, import, exports, forecasting, MIS etc.

Experience in leading and coaching CS Team

Stakeholders Management & Collaborative approach

Problem Solving

KPIs

TAT – Response to customer.

Order management – on time delivery.

Customer Complaint Handling

Meet business targets and nos

Deployment of tools & Processes

Reducing order execution errors Quarter on Quarter

Development and Training Plan for Team

Education & Experience

Minimum 10 years of strong experience in any of the areas of Customer Service, Sales or Supply chain

Candidates must preferably have bachelor’s degree. Post-graduation in Management will be an added advantage

A strong process orientation with prior experience in leading process improvement projects and initiatives

High level of proficiency with existing systems and processes

Excellent verbal and written communication skills, networking and influencing skills with internal and external stakeholders.

Interested candidates can share their resumes to Kavita.sharma@skf.com