Customer Engagement Representative

Gruppo SKF; Waukegan (IL); On-site; USD 50,000 - 62,000; Full time

Benefits offered by this job

Generous PTO policy

Flexible work options

Comprehensive healthcare options

401(k) with employer match

Job summary

Gruppo SKF in Waukegan, IL is looking for a passionate individual to transform customer experiences. You will elevate standards of customer service, drive engagement, and proactively resolve challenges while building lasting relationships.

The ideal candidate has at least 5 years in customer service, exceptional communication skills, and excels in fostering partnerships. This role offers a comprehensive benefits package, including generous PTO and a 401(k) match.

Qualifications

• Minimum of 5 years of customer service or customer-facing experience preferred.
• Must be a US Person to support sensitive requests.
• Excellent communication skills, both written and verbal.

Responsibilities

• Set a new standard for customer experience.
• Build and maintain strong customer relationships.
• Identify and implement solutions for customer challenges.

Skills

Customer-centric approach

Exceptional interpersonal skills

Collaboration and influencing

Advanced data analysis

Effective communication

Organizational skills

Tools

Microsoft Excel

Microsoft Suite

Job description

Job Summary

Requisition ID: 24871

Job Category: Sales & Customer Service

Contract type: Permanent

Location: Waukegan, IL, US

Salary Range: $ 50,000.00 to $ 62,000.00

About the Role

We are seeking an individual who is passionate about setting a new standard for customer experience and becoming the preferred customer service partner for our valued customers, consistently delivering a “wow” factor in every interaction. This pivotal frontline role is at the heart of our evolving Customer Service vision, empowering you to go beyond traditional customer support.

What You’ll Do

• Elevate Customer Experience: Actively work to set a new standard for customer experience, aiming to be the preferred partner for our customers by delivering exceptional value and support in every interaction.
• Drive Proactive Engagement: Serve as the primary, highly engaged contact for customers and internal sales teams, building strong, lasting relationships through everyday interactions and active participation in customer meetings and strategic discussions.
• Deliver Solutions & Value: Move beyond reactive inquiry handling to proactively identify customer challenges and opportunities. Collaborate extensively with cross‑functional teams to develop, present, and implement effective solutions that drive customer success.
• On‑Site Partnership: Attend customer visits to gain firsthand insight into our customers’ operations, provide on‑site support, troubleshoot issues, and strengthen partnerships.
• Strategic Alignment: Review customer requirements thoroughly to ensure compliance with SKF policies, leveraging a full value chain mindset to optimize processes and enhance overall customer experience.
• Core Customer Management: Manage customer requests that require frontline support, including first contact resolution, complex inquiries, customer meetings, internal meetings, answering technical questions, opportunity follow‑up, training, and support.
• Provide Strategic Insights: Offer actionable insights and recommendations to continuously streamline internal processes and elevate customer satisfaction.

Who You Are

• US Person Requirement: Must be a US Person (as defined by ITAR regulations) to support backup processes for government, military, and defense-related requests.
• Experienced Professional or High‑Potential Self‑Starter: Minimum of 5 years of experience in customer service or customer‑facing roles preferred; otherwise, demonstrate ambition, energy, reliability, professionalism, and a solution‑oriented mindset.
• Exceptional Soft Skills: Outstanding interpersonal skills, including empathy, active listening, adaptability, and resilience to connect deeply with customers and deliver an exceptional experience.
• Customer Champion: Deeply customer‑centric with a full value chain mindset, dedicated to understanding, anticipating, and advocating for customer needs.
• Collaborative & Influential: Proven ability to influence outcomes, collaborate across diverse internal teams, and drive purposeful action.
• Analytical & Innovative: Proficient in Microsoft Excel and the Microsoft Suite, with advanced data analysis capabilities to inform decisions and identify innovative solutions.
• Exceptional Communicator: Outstanding written and verbal communication skills, with the ability to articulate complex solutions clearly and present effectively to diverse audiences.
• Organized & Proactive: Highly organized, excellent time management, planning skills, and an entrepreneurial spirit that fosters self‑motivation and dedication to success.
• Technical Learner: Keen interest and aptitude for dramatically increasing product knowledge and technical confidence to provide advanced support.
• Flexible & Adaptable: Willingness and ability to travel approximately 20‑30% to customer sites, other SKF locations, and internationally.

Benefits

• Rest and Relaxation: Generous PTO policy and 13 paid holidays.
• Work/Life Integration: Flexible work options available depending on the role.
• Diversity, Equity and Inclusion: Commitment to an inclusive, equitable environment that promotes leadership, engagement, and innovation.
• Best in Class Benefits: Comprehensive healthcare options, opt‑out payment, company‑paid life insurance, STD, LTD, critical illness coverage, tuition reimbursement, employee discount programs, and more.
• Bonus: Short‑Term Variable Salary or Sales Incentive based on company performance.
• Invest in Your Future: 401(k) program with a 10% employer contribution: 100% match up to 5% of your elective contribution (100% vested) plus an additional 5% company contribution.