Customer Engagement Manager

Customer Solutions Manager

Location: Montreal, QC

About SKF

SKF has been making the world spin since 1907!

SKF is an industry-leading manufacturer dedicated to a culture of belonging, where our people flourish in an equitable environment that promotes leadership development and career growth. SKF bearings played an integral role in helping Mars Rover collect rock and regolith samples on the planet’s surface.

As an SKF team member, you will join 40,000 colleagues from more than 130 countries developing bearing technology and services that make rotation more reliable and sustainable. Sustainability is at the heart of everything we do. SKF aims to have net zero greenhouse gas emissions at all our production facilities by 2030.

SKF products keep vehicles rolling, power the machines that put food on your table, and even reach into the cosmos as part of the Mars rover mission. Founded in Sweden in 1907, today SKF is publicly traded on the Nasdaq Stockholm with annual sales in 2020 of approximately $10 billion.

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.
• Bilingual English/French a plus!
• 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.
  
  

What You’ll Love About SKF

Rest and Relaxation. Enjoy a robust vacation, statutory holidays as well as sick day policies!

Work/Life Balance. A possibility for flexibility and an opportunity for occasional remote work.

Health and Wellness Benefits. SKF cares about the wellbeing of our employees. We have a comprehensive Benefits Package.

Invest in your Future. SKF offers a Defined contribution plan opportunity to have up to 6% contribution matched (on base salary).

Much more! Growth opportunities, tuition reimbursement, employee assistance program, life insurance, and with so many benefits to working for SKF, we could not name them all!

Reports to: Director, Customer Solutions

Location: Scarborough, ON

Job ID: 20032

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.

By applying to this job you acknowledge how SKF treats candidate data. Click HERE to review the SKF Data Privacy Consent Statement.