Customer Engagement Representative
Location: Blue Bell, PA
Salary Range: $50,000.00 to $59,000.00
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 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. You will be a proactive partner to our customers and internal sales teams, deeply engaging with your customers to understand complex needs, championing innovative solutions, and driving exceptional customer experiences. This position is central to building robust relationships and truly setting a new standard of customer excellence at SKF.
Key Responsibilities
- 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 (e.g., Engineering, Planning, Central Operations) 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 but not limited to 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.
Requirements:
- Experienced Professional: Minimum of 5 years of experience in customer service or customer-facing roles, demonstrating a proven ability to manage complex customer situations with professionalism and a solution-oriented approach.
- Exceptional Soft Skills: Possess outstanding interpersonal skills, including empathy, active listening, adaptability, and resilience, enabling you to connect deeply with customers, anticipate their needs, and consistently deliver an exceptional customer experience.
- Customer Champion: Possess a deeply customer-centric and full value chain mindset, dedicated to understanding, anticipating, and advocating for customer needs.
- Collaborative & Influential: Proven ability to influence outcomes, effectively collaborate across diverse internal teams, and drive purposeful action.
- Analytical & Innovative: Proficient in Microsoft Excel and 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 in various settings.
- Organized & Proactive: Highly organized, with excellent time management, planning skills, and an entrepreneurial spirit that fosters self-motivation and dedication to achieving success.
- Technical Learner: A 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 to SKF Puebla.
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.
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!
Bonus. SKF offers STVS (Short Term Variable Salary) or Sales Incentive based on company performance and at the discretion of management.
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: 22612
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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