Customer Service Manager, Aerospace

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:

This critical role will develop the team and implement a customer service strategy, fully aligned with our customers’ needs while delivering superior customer experience. This position will be responsible for improving customer experience by incorporating new techniques and technologies into the daily activities of both the customer and the customer service team.

Key Responsibilities:

• Supervising day-to-day operations in the customer service department
• Foster a culture of openness, empowerment, ownership and accountability
• Handling escalations, addressing complaints and improving satisfaction
• Support and drive company transformation
• Review and support Accounts Receivable resolution and payment
• Understand the operational objectives of the assigned account base
• Continually drive improvements, aligned with our customers’ expectations, that facilitate ease of doing business with SKF
• Provide clear and direct input to support resources (recruiting, mentoring, coaching, etc.) to ensure development and alignment of team members’ needs and customers’ requirements
• Review and monitor orderbook to identify and manage critical escalations and forecast orders to ensure meeting customer deliveries.
• Drive finished goods monthly shipments by holding weekly meetings with appropriate team members to identify, prioritize and resolve blocks
• Review, monitor and drive the purchase order review process. Review with department Managers and measure against KPIs.
• Handling and resolving customer complaints and returned goods, while analyzing root cause and proposing preventive actions.
• Demonstrated ability to think strategically while implementing operationally
• Take an innovative approach to ensure customer service meets the needs of SKF and the customer, leading them to the goal of delivering the highest level of Customer Experience possible.
• Identify areas of opportunities and develop project plans to increase overall efficiency.
• Participate in team meetings where you will need to solicit new ideas, provide feedback, coaching and identify opportunities for development and operational improvement.
• Managing Customer Service at multiple sites (Falconer NY and Muskegon MI)

Qualifications/ Requirements:

• Bachelor’s degree preferred in Business or related field of study
• Minimum 5 years of experience in a leadership role with a solid track record of team building, lead and motivate a team.
• 2 + years of Customer Service experience, preferably in a customer-facing role
• Solid foundation and values of Customer Service principles
• Demonstrated ability to “think outside of the box” while challenging conventional thinking
• Proven track record of proactive, continuous improvement and analytical skills to evaluate customer needs and improve processes.
• Skilled in Microsoft Office suite
• Strong organizational skills and ability to multi-task in fast-paced environment are a must.
• Excellent verbal & written communication skills. Ability to effectively communicate with internal & external customers
• Ability to travel as needed