Customer Service Representative
4 weeks ago
Requisition ID: 20098- Job Category: Sales & Customer Service- Career level: Specialist- Contract type: Permanent- Location: Gurgaon, IN Pune, 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**: Gurgaon
**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
Excellent verbal and written communication skills, networking and influencing skills with internal and external stakeholders.
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