Customer Service Representative

SKF India Ltd; Bengaluru; On-site; INR 500,000 - 750,000; Full time

Job summary

SKF India Ltd. seeks a Customer Service Representative for Mumbai to drive customer satisfaction by engaging with customers and distributors, managing orders, and coordinating with supply chain for timely delivery.

The role requires 5–8 years in customer service or related fields, strong communication skills, and the ability to handle complex inquiries and reports. Based in Mumbai, it offers a path to support sales teams and achieve monthly, quarterly, and yearly targets.

Qualifications

• Bachelor's degree from a recognized university.
• Minimum 5 to 8 years of experience in customer service, sales or supply chain.
• Excellent verbal and written communication skills; strong stakeholder management.
• Knowledge of supply and demand planning and material management basics.
• Experience in solving customer complaints with corrective and preventive actions.

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.

Education

Bachelor's degree

Job description

Customer Service Representative - Mumbai

About SKF SKF 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.

About Industrial Markets The 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 prioritising 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 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 Statement

Together, we re-imagine rotation for a better tomorrow. By creating intelligent and clean solutions for people and the planet

JOB DESCRIPTION

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