Customer Engagement Manager

Location: Waukegan, IL

Salary Range: $76,000 to $91,000

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:

The SKF Customer Service team is seeking a Customer Engagement Manager based in Waukegan, IL, to support our Customer Service team and our Americas strategy. The ideal candidate has a passion for coaching, development, and leadership, with a drive for transformative results. In this pivotal role, you will lead a team of Customer Service Representatives, managing daily operations and ensuring an unparalleled customer experience. Additionally, you will act as the Site Manager for Customer Service, providing on-site support to the entire Customer Service team, including those who do not report directly to you. We are looking for 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 customer facing roles, demonstrating a track record of driving positive outcomes.
• Proficient in Microsoft Excel and Microsoft Suite, with advanced data analysis capabilities.
• Exceptional written and verbal communication skills, complemented by strong presentation abilities.
• Proven leadership skills, with the ability to empower and inspire teams to achieve excellence.
• 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).
• Must be based in Waukegan, IL. 3 days mandatory in office, potentially 5.

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: Director Customer Engagement

Location: Waukegan, IL

Job ID: 21762

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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