Customer Engagement Representative
Location: Calgary, AB
Salary Range: $ 60,000.00 to $ 68,000.00
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.
Purpose of the role:
To serve as the main point of contact for SKF’s customers and provide them with prompt and efficient service. Calculation of all costs from Field Service jobs to determine billing amounts for customers. Backup to finance department in areas where internal controls determine it necessary.
- Ensure master data for all customers is up to date and correct; entry of all customer orders into the ERP system after checking that all pricing, lead times and commercial requirements are correct; prepare appropriate paper work for shipping including bills of lading, customs forms and commercial invoices; track shipments and verify receipts as required; provide feedback to customers regarding delivery delays or problems, ensure shipment of all returns (both warranty and non-warranty) and provide billing information to finance department;
- Build and maintain strong professional relationships with customers using a proactive and customer focused attitude; identify the customers’ needs and ensure internal resource support; attend to customer complaints in a professional manner as they arise and escalate if necessary; identify corrective actions that satisfy both the customer and SKF; follow up to ensure resolution;
- Creating new projects for Field Service and ensuring cost data is as per Order Entry Form. Carrying out invoicing and informing the Controller for closure of project.
- Setting up of internal projects for capturing labor and material costs that will not be billed to any external customers.
- Review, download and upload of data on the various authorized Customer Portals.
- Working closely with FOC (Finance Operations Center) and Supply Chain teams in the performance of day to day tasks.
- Compliance with internal controls process and SKF policies and performance of additional finance duties/tasks as may be determined necessary by the manager (receipt of incoming payments, issuance of credit notes, updating project cash flows etc)
Required qualifications and competencies:
Knowledge:
- Education – High school diploma
- Knowledge of SKF products and services, awareness of legal requirements and their implications in regards to contract terms, export controls and import/export regulations.
Know-how:
- Excellent written and verbal communication skills, data entry skills, attention to detail
- computer skills including MS Office, PowerBi tools
- Proven customer support experience, experience in scheduling and logistics
- Stakeholder communication and collaboration
Behavioral competencies:
- Ability to remain professional and courteous when handling difficult situations, patience and attentiveness, ability to use positive language, organizational skills with the ability to multitask
- Willingness to comply with regulations established by the company, honesty, reliability, care and integrity.
- Anticipates customer needs, provides responsive support, and consistently strives to deliver high-quality service.
- Remains effective in changing environments, manages ambiguity positively, and adjusts quickly to new priorities and requirements.
Working conditions:
- Physical Effort: Minimal-alternating positions of light physical activities, e.g., sitting, standing, walking, bending, lifting etc.
- Exposure to hazards: No hazard exposure.
- Physical working conditions: Occasional exposure to mild unpleasant or disagreeable conditions e.g. dust, dirt, odours, noise etc.
- Mental pressure: Occasional exposure to one or more mental pressures e.g., pressure for deadlines, unpleasant public or client contacts etc.
Working relationships:
- Key Internal Stakeholders:
Finance Operation Centre (FOC), Supply Chain, Engineering dept.
- Key External Stakeholders:
External Customers
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!
