Customer Service - Team Leader - General Machinery 21343
Customer Service - Team Leader - General Machinery 21343
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Job Description
About SKF
SKF started its operations in India in 1923. Today SKF provides industry leading automotive and industrial engineered solutions through its five technologycentric 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 knowledgedriven engineering company helping customers achieve sustainable and competitive business excellence.
SKFs 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 researchbased innovation SKF India offers customized valueadded solutions that integrate all its five technology platforms.
To know more please visit: /in
SKF India has been recognized as a Top Employer 2024 by the Top Employers Institute acknowledging excellence in People Practices.
To know more Please visit: Industrial Markets
The industrial market in India is a dynamic and rapidly evolving sector that plays a crucial role in a companys 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 industryleading engineering solutions and technologies to industrial market that consistently deliver reliability and efficiency in their daytoday 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 reimagine rotation for a better tomorrow.
By creating intelligent and clean solutions for people and the planet
JOB DESCRIPTION
Position Title: Team Leader Customer Service
Reports To: Segment Head General Machinery
Role Type: Team Management
Location: Pune / Mumbai / Chennai / Gurgaon
Job Responsibilities
To drive demand and supply management including order change management with customer and factory to enhance service level and on time delivery;
Build strong customer relationships and CRM by facilitating customer and distributor engagement. Ensure that the CS Team proactively supports the sales team.
Actively work with CS team and Segment team in reaching BU targets
Elimination of errors in order and process improvement. Risk management by being vigilant on the CS team day today activity
Create and update Product and Customer Master
To handle customer complaints and collect customer voice. Proactively drive new and innovative ideas for improving and simplifying existing processes and efficiency optimization.
Provide Value Added Service solution according to customers specific requirements deep dive the root cause to provide better solution which may exceed customers expectation;
Ensure Customer Satisfaction Index Survey with respective segment customers & initiate improvement action plan
Ensure Quality Process compliance and review at regular intervals
Manage few large/strategic accounts independently
Ensure continuous development and improvement of team members using Manage Lead and Coach styles. Demonstrate PAT behaviors and create a culture of PAT within their team.
Improve customer experience using various digital automated and innovative solutions.
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
Reducing order errors Quarter on Quarter
Development and Training Plan for Team
Education & Experience
Minimum 10 years of strong experience in any of the areas of Customer Service Sales or Supply chain
A strong process orientation with prior experience in leading process improvement projects and initiatives
High level of proficiency with existing systems and processes
Excellent verbal and written communication skills networking and influencing skills with internal and external stakeholders.
Interested candidates can share their resumes to
Employment Type
Full-Time
