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: skf /in About Industrial Markets The industrial market in India is a dynamic and rapidly evolving sector that plays a crucial role in a companys 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 customers specific requirements, deep dive the root cause to provide better solution which may exceed customers 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 companys 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 shivanikumar@skf / margarethirekerur@skf About SKF SKF has been around for more than a century and today we are one of the worlds largest global suppliers of bearings and supporting solutions for rotating equipment With more than 40,000 employees in around 130 countries, we are truly global Our products are found everywhere in society In fact, wherever there is movement, SKFs solutions might be at work This means that we are an important part of the everyday lives of people and companies around the world See more, at skf,