Customer Engagement Manager

at  SKF

JOB SUMMARY:

The Customer Solutions Manager for SKF Canada is a critical role responsible for people development and implementing a customer service strategy, fully aligned with our customers’ needs while delivering a superior customer experience. Strategic thinking and operational implementation are key, alongside an innovative mindset to enhance customer solutions and experience. The role also entails identifying efficiency opportunities, developing projects to capitalize on them, and engaging in SKF RAC meetings for idea generation, feedback, and coaching. This position Emphasizes the importance of voice of the customer by actively listening to customer feedback and promoting a culture of collaboration, care, curiosity, and courage.

Job Duties and Responsibilities are (including but not limited to):

• Able to communicate the operational goals of customers and builds relationships with key stakeholders in the full value chain (Pricing, Sales, Application Engineering, Quality).
• Identifies and applies best practices in customer solutions, providing clear guidance to support resources, and aligning team development with customer needs and business objectives.
• Actively build and maintain a network and build sustainable relationships with internal customers and stakeholders, aiming at the maximization of the SKF results.
• Deliver the appropriate level of customer service quality.
• Support and collaborate cross functionally for specific design product knowledge and design specific requirements for customers.
• Manage return of goods and complaints- root cause analysis.
• Coordinate Orderbook Management in the system.
• Manage Order Entry and Large quotes.
• Manage EDI transactions.
• Reliability Services Support.
• Process improvement.
• Support customer claims, deductions, short payments, and more in accounts receivable.
• Working as a liaison between finance and customer service.
• Serve as a mentor and coach to less experienced colleagues.
• Support other functions in managing any deviations in customer requirements.
• Effectively apply SKF processes and quality standards for product development and linked tasks.
• Take appropriate actions to maintain and improve the working environment and working practices.

• Actively follow appropriate internal and external quality standards.Effectively plan, manage, and engage with team for optimal support coverage.

Job Requirements:

• Bachelor’s degree in Engineering, Business, or equivalent business experience required.
• 5 plus years sales, account management or customer service.
• Minimum 2 years People Management experience.
• 1 year experience project management.
• Ability to prioritize and complete multiple competing tasks while providing a flawless Customer Experience as well as timely, detailed follow up.
• Able to communicate effectively and professionally across the organization with all levels of employees and management.
• Exceptional computer skills; strong in Windows, Microsoft Office, CRM, and experience with mainframes.
• Ability to multitask between all systems quickly and efficiently.
• Must be a motivated self-starter and team player, interested in being an integral part of a high performing, diversified team.
• Individual needs to possess a positive attitude and work very well under pressure.
• Able to work in a fast-paced environment and evolving culture.
• Continuous improvement, critical thinking and problem-solving skills are required.
• High attention to detail and process oriented!
• Proactivity and willingness to try new things!

• Customer centric is a MUST!Hybrid Office Schedule – Tue, Wed, Thurs in office, Mon & Fri – home office.

• Able to communicate the operational goals of customers and builds relationships with key stakeholders in the full value chain (Pricing, Sales, Application Engineering, Quality).
• Identifies and applies best practices in customer solutions, providing clear guidance to support resources, and aligning team development with customer needs and business objectives.
• Actively build and maintain a network and build sustainable relationships with internal customers and stakeholders, aiming at the maximization of the SKF results.
• Deliver the appropriate level of customer service quality.
• Support and collaborate cross functionally for specific design product knowledge and design specific requirements for customers.
• Manage return of goods and complaints- root cause analysis.
• Coordinate Orderbook Management in the system.
• Manage Order Entry and Large quotes.
• Manage EDI transactions.
• Reliability Services Support.
• Process improvement.
• Support customer claims, deductions, short payments, and more in accounts receivable.
• Working as a liaison between finance and customer service.
• Serve as a mentor and coach to less experienced colleagues.
• Support other functions in managing any deviations in customer requirements.
• Effectively apply SKF processes and quality standards for product development and linked tasks.
• Take appropriate actions to maintain and improve the working environment and working practices.
• Actively follow appropriate internal and external quality standards.Effectively plan, manage, and engage with team for optimal support coverage