Team Leader Customer Service (Distribution)

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

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 prioritizing 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 the 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, Distribution

Reports To:               Head Customer Service  

Role Type:                Team Manager

Location:                   Pune

Job Responsibilities

Customer Service team development and management.

Accountable for operational tasks performed by line staff; incl. but not limited to:

Sales order management

Return orders and credit notes management

Customer communication management

Audit missions point of contact

Digital orders tool management

Team development

Monitor team KPIs

Manage own customer portfolio

Key tasks (team management and development related):

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

 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;

 Responsible for developing Customer Service team through relevant company tools and People&Culture programs

Ensuring that a safe and healthy work environment exists by adhering to company health, safety and environment policies, as well as ensuring that company’s SOPs are being followed by the team members

Facilitates onboarding trainings to the new team members as well as for the development of the existing team members

Plans and monitors monthly and year end transactional activities ensuring completion

Customers complaints escalation point and corrective action planning

Ambassador of process automation, Identify and propose systems/processes efficiency improvements for the Customer Service processes and tools

Assist staff with relevant information, transactional data, financial results and more

Customer Order prioritization, in collaboration with Customer Service Head and sales department

Approvals in line with authority matrix

Coordinate audit participation

E business platforms and similar tools adoption for the customers

Service delivery within Service Level Agreements.

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

Any general task and/or activity as might be required and related to the above functions in accordance with the business requirements of the company

KPIs

In accordance with the Customer Service KPIs set per year by the department manager.

​KPIs are documented separately and are set annually​.

Meeting business targets

Close monitoring of forecast VS actual dispatch

Customer Satisfaction

Work relations and key stakeholders

All departments within the local organization

ISEA Colleagues

Customers

Education & Experience

Bachelor's degree in a relevant field or equivalent experience

2-3 years experiences in a customer service management (people manager role) & order to cash environment for 10 years

Experience in using ERP-systems (SAP preferred)) 

Proficiency with standard MS Office programs 

Ideally, some experience with CRM systems

General behavioural competencies most relevant for the job

Drives collaboration

Drives changes

Eager to develop competencies

Planning and organizing

Manages operational and organizational complexity

Improvement mindset

Coaching

Strategic thinking

Interested candidates can share their resume to shivani.kumar@skf.com / margaret.hirekerur@skf.com