Customer Engagement Representative

Location: Blue Bell, PA

About SKF:

SKF, reducing friction since 1907, re-imagining rotation for a better tomorrow!

SKF is an industry-leading manufacturer that has been a cornerstone in industrial life. Wherever there are machines or products in motion, SKF bearings are there to reduce friction. SKF drives the industries that support our way of life, powers the machines that put food on the table, and even helps explore the cosmos.

Sustainability is at the heart of everything we do. SKF is on pace to decarbonize all its production facilities by 2030.

We're guided by our SKF values. Collaboration is critical to the success of our colleagues, partners, and customers. Curiosity and Courage provide a foundation for innovation and advancement. And we do this work out of Care for our people, customers, communities, and the planet.

We're a company committed to a culture of belonging, where all our people are encouraged to be themselves and grow their careers in an equitable environment.

Learn about SKF at www.skf.com.

Summary:

We are seeking a highly motivated and experienced individual to join our Distribution Customer Service team. This position is the front-line, key contact for our customers and internal sales teams and is responsible for building customer relationships, reviewing customer requirements to ensure compliance with SKF policies and servicing the customer and sales teams with speed, efficiency and professionalism. The ideal candidate possesses experience in customer-facing roles, making data-driven decisions, leadership experience, a customer-centric and full value chain mindset, and a proven ability to handle complex customer situations with professionalism.

Responsibilities:

• Execute SKF Americas strategic vision: One (Americas), Two (Defend), Three (Grow) and Four (Fund)
  
  
  
• Handle customer inquiries and complaints, ensuring swift and effective resolutions
  
  
  
• Build and maintain professional relationships
  
  
  
• Perform root cause analysis utilizing data to identify issues and implement solutions
  
  
  
• Collaborate with cross-functional teams to identify and implement solutions to customer challenges and opportunities
  
  
  
• Provide insights and recommendations to streamline processes and enhance customer experiences
  
  
  
• Customer Service duties including (but not limited to) orderbook management, preparing quotations, answering basic product questions and offering alternatives, entering and tracking orders, and working with factories and planners to expedite deliveries
  
  
  

Qualifications:

• Minimum of 5 years of customer service experience, demonstrating strong leadership skills, a customer-centric and full value chain mindset, and a proven ability to handle complex customer situations with professionalism
  
  
  
• Proficient in Microsoft Excel and Microsoft Suite, with advanced data analysis capabilities
  
  
  
• Exceptional written and verbal communication skills
  
  
  
• Proven leadership skills, with the ability to empower and inspire teams to achieve excellence
  
  
  
• Outstanding organizational, time management, and planning skills
  
  
  
• Proactive decision-maker with a keen business sense and the ability to drive purposeful action
  
  
  
• Entrepreneurial spirit, self-motivated, and dedicated to achieving success
  
  
  
• Proven understanding of customer service metrics and KPIs
  
  
  
• Current working arrangement is hybrid, with Tuesday, Wednesday and Thursday in office; M - F, 8:00 AM - 4:30 PM EST
  
  
  

What You'll Love About SKF:

Rest and Relaxation.
Enjoy a generous PTO policy and 13 paid holidays.

Work/Life Integration.
SKF supports work/life integration, home, family, community, personal well-being and health. Flexible work options available, depending on role.

Diversity in the Workplace.? At SKF, we strive to embed Diversity, Equity and Inclusion in everything we do. By developing a culture of belonging, our people can flourish; leading to an inclusive, equitable environment that promotes leadership, engagement and innovation.

Best in Class Benefits.
SKF cares about the wellbeing of our employees. Comprehensive healthcare options to fit your needs and opt out payment. Added benefits include company paid life insurance, STD, LTD. Supplemental benefits include critical illness coverage, tuition reimbursement, employee discount programs, and much more!

Invest in your Future.
Participate in our 401K program that boasts a 10% employer contribution: 100% match up to 5% of your elected contribution (100% Vested) plus an additional 5% company contribution.

Reports to: Customer Engagement Manager

Location: Blue Bell, PA

Job ID: 21307

SKF provides equal employment [and affirmative action] opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability.

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