Customer Service Representative

SKF India; Gurugram District; On-site; INR 600,000 - 1,000,000; Full time

Job summary

SKF India in Gurgaon is seeking a Customer Service Representative to manage end-to-end customer service, orders and data reporting. The role involves coordinating with sales, supply chain and engineering teams to ensure accurate order processing, timely deliveries and effective information flow across internal departments.

The ideal candidate has 5–8 years of experience in CS, Sales or Supply Chain, with a Bachelor’s degree and strong communication skills to liaise with internal and external

Qualifications

• Minimum 5–8 years of strong experience in Customer Service, Sales or Supply Chain.
• Bachelor's degree required; postgraduate management adds advantage.
• Excellent verbal and written communication with internal and external stakeholders.

Responsibilities

• Generate MIS reports including weekly, monthly sales report and forecasts.
• Provide COH support and assist with contract-based order handling.
• Ensure efficient and accurate processing of customer orders/queries per contract.
• Monitor order progress and ensure timely execution.
• Support supply chain planning during shortages with data and information.
• Report any delivery deviations to customers promptly.
• Identify improvement actions to reduce admin errors with related departments.
• Support sales managers and engineers regarding customer needs and system usage.
• Review orders per contract and settle customer claims with justified rationale.
• Acknowledge orders via acknowledgments, queries and status reports.
• Handle enquiries from IREPS and Direct OEM customers and assist bids for tenders.
• Coordinate with finished product stores, transporters for on-time deliveries.
• Coordinate with overseas and domestic manufacturing units for stock/docs.
• Create and update new customer and product master records.

Skills

CS Team Leadership

Forecasting

MIS

Stakeholders Management

Problem Solving

Supply Chain

Commercials

End to end processo

Education

Bachelor's degree

Postgraduate in Management

Job description

Job Description

Position Title: Customer Service Representative

Reports To: Team Leader Sales Operations

Role Type: Individual Contribution

Location: Gurgaon

Responsibilities

• Responsible for generating MIS reports including weekly, monthly sales report, sales budget compilation (once a year), GMS forecast (quarterly) and other misc. inputs for reporting from time to time
• Provide COH support
• Ensure efficient and accurate handling of customer orders/queries/schedules based on the contract entered in the system.
• Monitor the progress and complete execution of an order.
• Support with needful information and data to supply chain planner in the event of shortages and use supply chain resource effectively to support customer business efficiency
• Report deviation of delivery to customer
• Necessitate improvement actions to reduce administrative errors in conjunction with the responsible departments
• Support the sales managers and engineers within the business units in relation to customer requirements, systems usage, etc
• Order review as per contract in the system and customer claims settlement as per justification received.
• Acknowledge orders received through order acknowledgements, queries, order status reports.
• Handle Enquiries from IREPS and Direct OEM customer and provide support to sales to participate in tenders.
• Follow-up with various agencies such as finished product stores, transport department transporters, etc for on timely deliveries.
• Follow-up with Manufacturing unit overseas and domestic for stock and Documentation.
• Create and update new customer master and Product Master

Skill Set

• Experience in handling key critical customers accounts and business units (end to end)
• Knowledge of commercials, processes, supply chain, import, exports, forecasting, MIS etc
• Experience in leading and coaching CS Team
• Stakeholders Management Collaborative approach
• Problem Solving

KPIs

• TAT - Response to customer.
• Order management - on time delivery.
• Customer Complaint Handling
• Meet business targets and nos
• Deployment of tools Processes

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. Post-graduation in Management will be an added advantage
• Excellent verbal and written communication skills, networking and influencing skills with internal and external stakeholders