Contract Customer Experience Excellence Representative

The role

• Collaborate within the team to enhance departmental efficiency and productivity by streamlining operational processes
• Provide sales support and manage the order fulfillment lifecycle to ensure excellent customer experience and achieve business objectives

Key Responsibilities

• Manage day-to-day operations, including handling customer enquiries, managing orders, and overseeing the order fulfillment lifecycle
• Review customer order intake and monitor order book status
• Follow up closely on pending order acknowledgements, overdue shipments, and goods in transit
• Track quotations and update win/loss status to support business goals
• Work closely with sales and segment teams to provide effective sales support
• Collaborate with cross-functional teams (sales, service, finance) to support daily customer experience operations and business activities
• Coordinate with demand and supply planners from global factories and regional warehouses to improve stock availability and service reliability
• Handle and resolve customer complaints within defined processes, timelines, and KPIs, ensuring corrective and preventive actions are implemented promptly
• Generate and analyze order-related reports/dashboards to provide consistent updates to customers and internal stakeholders
• Collaborate with external logistics partners to ensure timely delivery of goods
• Manage customs-related matters, including import duties and taxes, HS codes, tax exemption compliance, documentation, and clearance
• Support quality initiatives and business process improvement projects

What we are looking for:

• Degree in Business Management or a related field
• 2–3 years of experience in customer service
• Strong communication skills, with the ability to interact effectively with customers and internal stakeholders
• Proven collaboration and teamwork abilities
• Results-oriented mindset with a strong sense of urgency
• Ability to multitask and maintain attention to detail
• Highly resourceful and adaptable in a dynamic, fast-changing environment
• Knowledge of SAP S/4HANA will be an added advantage

About SKF

SKF 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.