Customer Experience Executive

2 days ago

Bengaluru, Karnataka, India Genius Consultants Full time ₹ 1,20,000 - ₹ 1,80,000 per year

SKF INDIA LIMITED

STANDARDISED JOB DESCRIPTION

JOB TITLE : Customer Experience Executive

REPORTS TO : Manager Customer Service

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.

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