Customer Service Representative

Job Responsibilities

• Ensure efficient and accurate handling of customer quotations / orders / schedules / queries etc. Monitor the progress and ensure complete execution of the order till delivery to Customer. Coordinate with FVC Team i.e. Sales, Controlling, Supply Chain planner (domestic & overseas), Project Management, Factory, Warehouse, Logistics (EXIM & Transporters) etc. as and when required for timely delivery of material and to ensure no line stoppage at customer end. Support CS Team Leader/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. Proactively engage Customers with the purpose of building and nurturing excellent relationships and enhancing their Experience with SKF through regular calls, customer visits etc. To handle Customer 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. KEY INTERFACES Sales Supply / Demand Chain Logistics Services Controlling Application Engineering Finance & Taxation KPIs / METRICS TAT - Customer Response Time Order Processing Time Order Management – OTIF Complaint Management (SER & DER) Candidate Profile 3 plus years of experience in O2C cycle Graduation in any discipline Project Management skills with proven ability to manage multiple concurrent projects. Empathy, communication skills, interpersonal and negotiation skills. Initiative and solution mindset oriented problem-solving skills. Open to learning and eager in identifying and capitalizing on improvement opportunities across the scope of work. Accountability for own set of customers, as well as responsibility for the Customer Experience for all SKF Customers. Knowledge of commercial terms, taxes, contracts, orders and sales transactions, material management forecasting, scheduling, planning and execution.