Head - Customer Service

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:           Head Customer Service

Reports To:               Director – Industrial Markets

Role Type:                Team Management

Location:                   Pune

Job Responsibilities

• To ensure a wonderful customer experience while being the one-point contact for customers from order to delivery
• To establish a framework for collaborating with customers, demonstrating continuous improvement capabilities, to create solutions focused on enhancing overall experience.
• 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 Sales teams in reaching BU targets
• Participating with the Sales Teams in creation and implementation of policy and rules for enquiries, follow-up of quotations, pricing agreements, proposal solution and risk management.
• To Perform a deep analysis of the business objectives and processes across functions/divisions to realign the workflow and build a customer strategy focused on improvement over current methods and procedures, including associated processes, organization structure, skill requirements, and company culture.
• Understand the global and local matrix organization and inter-linkages between various teams/functions – be able to influence multiple decision makers.
• Ensure collaboration at executive levels with business units and functional partners like Sales & Marketing, Manufacturing, Finance, Factory Supply Chain
• Identify key talents and critical roles and then develop talent to focus on improvement.

Skill Set

• Well-developed commercial acumen and solution-oriented approach with decision making abilities to achieve the organization’s objectives 
• Assertive with a strong results orientation, “can do” attitude and a sense of urgency to get things done and forge healthy relationships.
• Demonstrated ability to multi-task and thrive in a dynamic, fast-paced environment.
• High level of personal and professional integrity and trustworthiness with strong work ethic and the ability to work independently with minimal direction.
• Can collaborate across multiple cross-border groups and be comfortable in a matrix reporting structure. 
• Have focus on quality and excellence and strong analytical intuition; be sharp in identifying problems and solutions.
• Have disciplined approach and agility to effectively build on the ideas and navigate difficult conversations to maximize adoption of strategic initiatives.
• Ability to positively influence and strong interpersonal, including a high level of personal impact and approachable style. 
• Well-developed communication skills and excellent articulation skills
• Strong people leadership skills, ability to lead large teams using situational leadership styles and create a high performance culture.

KPIs

• NPS
• Order Management – on time delivery
• Customer Complaint Handling

Education & Experience

• 12-15 years of experience in the areas of customer service, supply chain, sales
• Graduation in any discipline (engineering preferred) and post-graduation in Marketing / operations/ supply chain management will be preferred.
• Proficiency in SAP, Excel and other ERP systems
• Prior experience of handling large teams and key & critical customers’ accounts and business units (end to end)

Interested candidates can share their resume to shivani.kumar@skf.com / Kavita.sharma@skf.com