Job description

- To drive demand and supply management including order change management with customer and factory to enhance service level and on time delivery;
- Build strong customer relationships and CRM by facilitating customer and distributor engagement. Ensure that the CS Team proactively supports the sales team.
- Actively work with CS team and Segment team in reaching BU targets
- Elimination of errors in order execution and process improvement. Risk management by being vigilant on the CS team day today activity
- Create and update Product and Customer Master
- To handle customer complaints and collect customer voice. Proactively drive new and cutting-edge ideas for improving and simplifying existing processes and efficiency optimization.
- Provide Value Added Service solution according to customer s specific requirements, deep dive the root cause to provide better solution which may exceed customer s expectation;
- Ensure Customer Satisfaction Index Survey with respective segment customers & initiate improvement action plan
- Ensure Quality Process compliance and review at regular intervals
- Manage few large/strategic accounts independently
- Ensure continuous development and improvement of team members using Manage, Lead and Coach styles. Demonstrate PAT behaviors and create a culture of PAT within their team.




- Improve customer experience using various digital, automated and innovative solutions.

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 & Team-oriented 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
- Reducing order execution errors Quarter on Quarter
- Development and Training Plan for Team

Education & Experience

- Minimum 10 years of strong experience in any of the areas of Customer Service, Sales or Supply chain
- Candidates must preferably have bachelor s degree. Post-graduation in Management will be an added advantage
- A strong process orientation with prior experience in leading process improvement projects and initiatives
- High level of proficiency with existing systems and processes
- Excellent verbal and written communication skills, networking and influencing skills with internal and external stakeholders.

Skills: Powerpoint, Word, Outlook, Crm

Experience: 10.00-15.00 Years

📌 Customer Service - Team Leader - General Machinery (Pune)
🏢 SKF
📍 Pune