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46 SKF Jobs
Customer experience executive
2-4 years
Ahmedabad
1 vacancy
Customer experience executive
SKF
posted 20d ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
- KEY PURPOSE OF THE JOB
- To ensure customer centric approach by engagement with Customers (OEM s) and to be responsible for achieving customer satisfaction.
- Proactively meet customer expectations around Order Management & Fulfillment , Near Real time Visibility , Digital & Tech enabled ways of working thereby making SKF a Preferred Partner .
- KEY RESPONSIBILITIES
- 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 CS 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.
- 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.
- Generating MIS reports on a weekly and monthly basis (sales report etc.) Also provide inputs for reporting from time to time.
- KEY INTERFACES
- Customers
- KAM
- Segment Head
- Business Unit Head
- Factory Supply Chain Planners
- Logistics & Demand Chain
- Controlling head
- Overseas Factories
- Application Engineers
- KPI s
- TAT - Customer Response Time
- Order Management - OTIF
- Order Processing Time
- Complaint Management (SER & DER)
- Increase SOB with key accounts by using factory capacities, inventories, opportunity sale
- Create Future ready CS & Leadership pipeline with IDP.
- COMPETENCIES
- Excel at analyzing issues and problem solving by using proven systems and practices to systematically analyze information collected from various sources.
- Ability to make decisions or lead a good decision-making process.
- Stakeholders Management & Collaborative approach
- Project / Programme Management knowledge
- Leading team and leadership qualities (Clarity, Simplicity, Passion & Empathy)
- 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
- PROFILE OF THE JOB HOLDER
- 2 -4 years of experience with Bachelor s from a recognized university.
- Knowledge of Order Fulfillment, Supply / Demand Chain planning, Warehouse and Transportation procedures.
- Basic finance knowledge.
- Candidate must have a strong process orientation with prior experience in leading process improvement and Digital initiatives.
Employment Type: Full Time, Permanent
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