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SKF Groups
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Customer Service Representative - Focus Segment

Customer Service Representative - Focus Segment

SKF Groups

5 - 10 years

6 - 9 Lacs

Bengaluru

Posted:2 weeks ago| Platform:

Apply

Skills Required

Direct sales Sales Head Supply chain SAP Networking MIS Customer service Forecasting Automotive Logistics

Work Mode

Work from Office

Job Type

Full Time

Job Description

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 customer.
Necessitate improvement actions to reduce administrative errors in conjunction with the responsible departments.
Track the payment collection of the assigned region.
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 solution according to customer s specific requirements, deep dive the root cause to provide better solution which may exceed customer s expectation.
Accountable for their own 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 customer.
Order management - on time delivery.
Customer Complaint Handling
Meet business targets and nos
Deployment of tools & Processes

Competencies:

Experience in handling key & critical customers 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 Engineering bachelors 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.

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