Customer Experience Executive

SKF INDIA LIMITED

JOB TITLE

REPORTS TO

A) KEY PURPOSE OF THE JOB

• To ensure customer centric approach by engagement with Customers (OEMs) and to be responsible for achieving customer satisfaction.
• Proactively meet customer expectations around “Order Management & Fulfillment”, “Near Real time Visibility”, “Digital & Tech enabled ways of working” thereby making SKF a “Preferred Partner”.

B) KEY RESPONSIBILITIES

• Ensure efficient and accurate handling of customer orders / schedules and distributor queries based on the contract entered in the system.
• Ensure efficient order management through designed tool.
• Monitor the progress and ensure complete execution of the order till delivery to customer.
• Coordinate with supply chain planner (domestic & overseas) as and when required for timely delivery of material and to ensure no line stoppage at customer end.
• Support CS 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.
• Implement various customer and distributor engagement initiatives from CS point of view.
• Proactive approach to handle customer & distributor 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.

C) KEY INTERFACES

• Customers
• KAM
• Segment Head
• Business Unit Head
• Factory Supply Chain Planners
• Logistics & Demand Chain
• Controlling head
• Overseas Factories
• Application Engineers

D) KPI’s

• TAT - Customer Response Time
• Order Management – OTIF
• Order Processing Time
• Complaint Management (SER & DER)
• Increase SOB with key accounts by using factory capacities, inventories, opportunity sale
• Create Future ready CS & Leadership pipeline with IDP.

E) COMPETENCIES

• Excel at analyzing issues and problem solving by using proven systems and practices to systematically analyze information collected from various sources.
• Ability to make decisions or lead a good decision-making process.
• Stakeholders Management & Collaborative approach
• Project / Programme Management knowledge
• Leading team and leadership qualities (Clarity, Simplicity, Passion & Empathy)
• Knowledge of commercial terms, taxes, contracts, orders, and sales transactions.
• Knowledge in material management forecasting, scheduling, planning and execution
• Experience in solving customer complaints, complex situations,
• Excellent verbal and written communication skills
• Stakeholder management
• Accountability for own set of customers and business

F) PROFILE OF THE JOB HOLDER

• 1 -3 years of experience with Bachelor’s from a recognized university.
• Knowledge of Order Fulfillment, Supply / Demand Chain planning, Warehouse and Transportation procedures.
• Basic finance knowledge.
• Candidate must have a strong process orientation with prior experience in leading process improvement and Digital initiatives.