Customer Service Representative

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 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 Service Representative

   Reports To: Customer Service Head, Seals ISEA

Role Type:  Individual Contributor

Location:    Pune

Purpose of the Role:

Partnering with SKF Customers throughout their O2C journey with us, championing the responsibility for their best experience throughout this journey such that they become active promoters of SKF at least in part if not wholly because of their CS Experience.

Job Responsibilities

• Ensure efficient and accurate handling of customer quotations / orders / schedules / queries etc.
• Monitor the progress and ensure complete execution of the order till delivery to Customer.
• Coordinate with FVC Team i.e. Sales, Controlling, Supply Chain planner (domestic & overseas), Project Management, Factory, Warehouse, Logistics (EXIM & Transporters) etc. as and when required for timely delivery of material and to ensure no line stoppage at customer end.
• Support CS Team Leader/Manager, Key Account Managers/Sales Managers/Unit Head to achieve monthly/quarterly and yearly targets of the business unit.
• Create and update Customer & Product master in the system.
• Proactively engage Customers with the purpose of building and nurturing excellent relationships and enhancing their Experience with SKF through regular calls, customer visits etc.
• To handle Customer complaints and acknowledge the same through corrective and preventive actions.
• Hands-on to use multiple platforms for efficiency.
• Identify and implement process improvements.
• Generating MIS reports on a weekly and monthly basis (sales report etc.) Also provide inputs for reporting from time to time.

KEY INTERFACES

• Sales
• Supply / Demand Chain
• Logistics Services
• Controlling
• Application Engineering
• Finance & Taxation

KPIs / METRICS

• TAT - Customer Response Time
• Order Processing Time
• Order Management – OTIF
• Complaint Management (SER & DER)

Candidate Profile

• 3 plus years of experience in O2C cycle
• Graduation in any discipline
• Project Management skills with proven ability to manage multiple concurrent projects.
• Empathy, communication skills, interpersonal and negotiation skills.
• Initiative and solution mindset oriented problem-solving skills.
• Open to learning and eager in identifying and capitalizing on improvement opportunities across the scope of work.
• Accountability for own set of customers, as well as responsibility for the Customer Experience for all SKF Customers.
• Knowledge of commercial terms, taxes, contracts, orders and sales transactions, material management forecasting, scheduling, planning and execution.