About this role
Job title: Customer Service Representative – Mumbai
Position Title: Customer Service Representative – Mumbai Reports To: Team Leader Sales Operations Role Type: Individual Contribution Location: Mumbai
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 Minimum 5 to 8 years of strong experience in any of the areas of Customer Service, Sales or Supply chain 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
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.