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

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:           Customer Service Representative

Reports To:               Team Leader Sales Operations

Role Type:                Individual Contribution

Location:                   Gurgaon

Job Responsibilities

Responsible for generating MIS reports including weekly, monthly sales report, sales budget compilation (once a year), GMS forecast (quarterly) and other misc. inputs for reporting from time to time

Provide COH 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.

Support with needful information and data to supply chain planner in the event of shortages and use supply chain resource effectively to support customer business efficiency

Report deviation of delivery to customer

Necessitate improvement actions to reduce administrative errors in conjunction with the responsible departments

Support the sales managers and engineers within the business units in relation to customer requirements, systems usage, etc.

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 Enquiries from IREPS and Direct OEM customer and provide support to sales. to participate in tenders.

Follow-up with various agencies such as finished product stores, transport department transporters, etc for on timely deliveries.

Follow-up with Manufacturing unit overseas and domestic for stock and Documentation.

Create and update new customer master and Product Master

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

Education & Experience

Minimum 5 to 8 years of strong experience in any of the areas of Customer Service, Sales or Supply chain

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

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

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