About SKFSKF 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: /inAbout Industrial MarketsThe 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 prioritizing 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 the 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 StatementTogether, we re-imagine rotation for a better tomorrow.By creating intelligent and clean solutions for people and the planetJOB DESCRIPTIONPosition Title: Team Leader, Customer Service, DistributionReports To: Head Customer ServiceRole Type: Team ManagerLocation: Pune or MumbaiJob ResponsibilitiesCustomer Service team development and management.Accountable for operational tasks performed by line staff; incl. but not limited to:Sales order managementReturn orders and credit notes managementCustomer communication managementAudit missions point of contactDigital orders tool managementTeam developmentMonitor team KPIsManage own customer portfolioKey tasks (team management and development related):Build strong customer relationships and CRM by facilitating customer and distributor engagement. Ensure that the CS Team proactively supports the sales team.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 customer's specific requirements, deep dive the root cause to provide better solution which may exceed customer's expectation;Responsible for developing Customer Service team through relevant company tools and People&Culture programsEnsuring that a safe and healthy work environment exists by adhering to company health, safety and environment policies, as well as ensuring that company's SOPs are being followed by the team membersFacilitates onboarding trainings to the new team members as well as for the development of the existing team membersPlans and monitors monthly and year end transactional activities ensuring completionCustomers complaints escalation point and corrective action planningAmbassador of process automation, Identify and propose systems/processes efficiency improvements for the Customer Service processes and toolsAssist staff with relevant information, transactional data, financial results and moreCustomer Order prioritization, in collaboration with Customer Service Head and sales departmentApprovals in line with authority matrixCoordinate audit participationE business platforms and similar tools adoption for the customersService delivery within Service Level Agreements.To drive demand and supply management including order change management with customer and factory to enhance service level and on time delivery;Any general task and/or activity as might be required and related to the above functions in accordance with the business requirements of the companyKPIsIn accordance with the Customer Service KPIs set per year by the department manager.KPIs are documented separately and are set annually.Meeting business targetsClose monitoring of forecast VS actual dispatchCustomer SatisfactionWork relations and key stakeholdersAll departments within the local organizationISEA ColleaguesCustomersEducation & ExperienceBachelor's degree in a relevant field or equivalent experience2-3 years experiences in a customer service management (people manager role) & order to cash environment for 10 yearsExperience in using ERP-systems (SAP preferred))Proficiency with standard MS Office programsIdeally, some experience with CRM systemsGeneral behavioural competencies most relevant for the jobDrives collaborationDrives changesEager to develop competenciesPlanning and organizingManages operational and organizational complexityImprovement mindsetCoachingStrategic thinkingInterested candidates can share their resume to / margaret.hirekerur@skf.comAbout SKFSKF has been around for more than a century and today we are one of the world’s largest global suppliers of bearings and supporting solutions for rotating equipment. With more than 40,000 employees in around 130 countries, we are truly global. Our products are found everywhere in society. In fact, wherever there is movement, SKF’s solutions might be at work. This means that we are an important part of the everyday lives of people and companies around the world. See more, at www.skf.com.
