Customer Service Representative - Heavy Industries
Venus Ferro Metals Solutions
Work from Office
Full Time
Min. 5 yearsJob Description
Customer Service Representative - Heavy Industries
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: www.skf.com/in
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.
At SKF, we provide industry-leading engineering solutions and technologies to 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: Customer Service Representative
Reports To: Team Leader Sales Operations
Role Type: Individual Contribution
Location: Gurgaon
Job Responsibilities
To ensure customer centric approach by engagement with Customers and Distributors and to be responsible for achieving customer satisfaction.
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
KPIs
TAT - Customer Response Time
Order Management – on time delivery
Order Processing Time
Complaint Management (SER & DER)
Education & Experience
Candidates must have a bachelor’s degree. from a recognized university.
Excellent verbal and written communication skills, networking and influencing skills with internal and external stakeholders.
Knowledge of Supply and Demand chain planning.
Warehouse and Transportation procedures
Basic finance knowledge
Good communication (verbal/written) skills
Interested candidates can share their resume to shivani.kumar@skf.com / margaret.hirekerur@skf.com
Experience Level
Senior LevelJob role
Job requirements
About company
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