Customer Engagement Manager

Location: Blue Bell, PA

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 SKF Customer Service team is seeking an OEM Customer Engagment Manager, to support our SKF Americas strategy for the Growth segments, where your passion for coaching, development, and leadership will drive transformative results. In this pivotal role, you will lead a team of Customer Service Representatives, managing daily operations and ensuring an unparalleled customer experience. We're seeking a candidate with proven expertise in navigating fast-paced, high-energy environments, dedicated to elevating customer satisfaction and delivering tangible results.

Key Roles and Responsibilities:

• Execute SKF's strategy, establishing key performance indicators (KPIs) to propel impactful results.
• Foster a cultural shift towards success through curiosity, care, collaboration and courage.
• Inspire and lead your team to consistently deliver flawless customer experiences in every interaction.
• Identify opportunities for improvement, driving your team to meet and exceed service level agreements (SLAs).
• Utilize data-driven insights to analyze workload trends for effective workforce management.
• Collaborate with cross-functional teams to identify and implement solutions to customer challenges and opportunities.
• Work closely with sales, logistics, planning, finance and other departments to build a cohesive ecosystem that consistently delivers results.
• Develop, map, and optimize processes, fostering a continuous improvement mindset and creating new ways of working.
• Set ambitious team goals and individual development plans to drive continuous growth.
• Manage performance plans as needed and actively engage in employee training and development.

Qualifications:

• Proven experience in Call Center or Customer Service background, with strong data analytics KPIs and SLAs setting and measurement, and strong data analytics skillset.
• Proven leadership and strategic thinking skills, with the ability to empower and inspire teams to achieve excellence and a track record of driving positive outcomes and process improvements.
• Proficient in Microsoft Excel and Microsoft Suite, with advanced data analysis capabilities.
• Exceptional written and verbal communication skills, complemented by strong presentation abilities.
• Outstanding organizational, time management, and planning skills.
• Proactive decision-maker with a keen business sense and the ability to drive purposeful action.
• Entrepreneurial spirit, self-motivated, and dedicated to achieving success.
• Willingness and ability to travel (up to 30% of the time, including visit to customers).

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. Flexible work options available, depending on role.

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!

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.