Customer Service Representative - Focus Segment

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. 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 Location: Pune Purpose of the role: To ensure deployment of customer order handling (COH) processes and be the front-end contact for customer requirement delivery for achieving customer satisfaction. Responsibilities: - Tracking all registered orders and updating the customer about the status. Provide COH (customer order handling) 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. - Follow-up with planning, engineering, production & logistics and ensure on-time delivery of orders of the assigned region. Report deviation of delivery to the customer. - Necessitate improvement actions to reduce administrative errors in conjunction with the responsible departments. - 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 quotations and provide support to sales. - Follow-up with various agencies such as finished product stores, transport department transporters, etc for on-time deliveries. - Create and update new customer master. - To handle customer complaints and collect customer voice. - Provide Value Added Service solutions according to the customer's specific requirements, deep dive into the root cause to provide a better solution that may exceed customer expectations. - Accountable for their customer and distributor portfolio. - Improve customer experience using various digital, automated, and innovative solutions. - Interface with internal customers for problem-solving. - Lead initiatives to improve CS processes and performance. - Participate in team meetings and improvement projects. - Train and provide operational support on CS matters to team members. - Ensure up-to-date work process and procedure documentation for CS. Key Interfaces: Customers / Distributors, Controlling, Application Engineering, Factory Supply chain organization, SKF Logistics Services, Central Finance, Area Sales Managers, Direct Sales Head, Business Unit Head. KPIs: - TAT Response to the customer. - Order management on-time delivery. - Customer Complaint Handling. - Meet business targets and numbers. - Deployment of tools & Processes. Competencies: - Experience in handling key & critical customer accounts and business units (end to end). - Knowledge of commercials, processes, supply chain, import, exports, forecasting, MIS, etc. - Stakeholders Management & Collaborative approach. - Problem Solving. Candidate Profile: Experience: Minimum 5+ years of strong experience in any of the areas of Customer Service, Sales, or Supply chain. Qualification: Candidates must preferably have an Engineering bachelor's degree. A strong process orientation with prior experience in process improvement projects and initiatives. High level of proficiency with existing systems and processes. Know-how of SAP. Excellent verbal and written communication skills, networking, and influencing skills with internal and external stakeholders. If interested, please share your updated profile @ supriya.joshi@skf.com.,