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 current 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 cutting-edge 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 & 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
Reducing order execution errors Quarter on Quarter
Development and Training Plan for

📌 Customer Service Pune
🏢 SKF
📍 Pune