Customer Service Representative

SKF India; Pune District; On-site; INR 500,000 - 700,000; Full time

Job summary

SKF India in Pune and Mumbai is seeking a Customer Service Representative - General Machinery to ensure customer centric service, engage with customers and distributors, and support order processing from inquiry to delivery.

You will generate weekly and monthly MIS reports, manage orders, coordinate with supply chain, and assist Key Account Managers to achieve monthly, quarterly and yearly targets.

Qualifications

• Knowledge of commercial terms, taxes, contracts, orders and sales transactions.
• Forecasting, scheduling, planning and execution knowledge in material management.
• Experience solving customer complaints and complex situations.
• Excellent verbal and written communication skills.
• Stakeholder management and accountability for a set of customers.

Responsibilities

• Ensure a customer-centric approach with customers and distributors to achieve satisfaction.
• Generate MIS reports weekly and monthly; provide inputs for reporting as needed.
• Handle customer orders/schedules and distributor queries accurately.
• Manage orders efficiently through connected tools and ensure order progress to delivery.
• Coordinate with supply chain planner for timely delivery and no line stoppage.
• Support account managers to achieve monthly/quarterly/yearly targets.
• Create/update Customer Product master in the system.
• Implement customer/distributor engagement initiatives from CS perspective.
• Proactively address distributor complaints with corrective actions.

Skills

Commercial terms

Taxes

Contracts

Orders & Sales

Forecasting & Planning

Customer service

Communication skills

Stakeholder management

Accountability

Education

Bachelor's degree

Job description

Job Overview

Position Title: Customer Service Representative - General Machinery

Reports To: Team Leader Sales Operations

Role Type: Individual Contribution

Location: Pune or Mumbai

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