Customer Service Representative

4 weeks ago

Chennai Tamil Nadu, India SKF Full time

Requisition ID: 21062- Job Category: Sales & Customer Service- Career level: Specialist- Contract type: Permanent- Location: Chennai, IN**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 India has been recognized as a "Top Employer 2024" by the Top Employers Institute, acknowledging excellence in People Practices._

**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.

**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**: Chennai

**Responsibilities**:
Generating MIS reports on a weekly and monthly basis (sales report etc.) Also provide inputs for reporting from time to time.

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 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.

**Skill Set**

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

Knowledge of Supply and Demand chain planning.

Warehouse and Transportation procedures

Basic finance knowledge

Good communication (verbal/written) skills

**KPIs**

TAT - Customer Response Time

Order Management - on time delivery

Order Processing Time

Complaint Management (SER & DER)

**Education, Experience & Language**

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

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

Tamil Language mandatory

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