Customer Engagement Representative

Location: Montreal, QC

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 Client Sales Coordinator provides high level of customer service and technical support to Aftermarket and OEM clients within Canada (Central, Western and Eastern) for SKF Canada Limited. It is SKF’s goal to be the supplier regarded as” The easiest to do business with” not only amongst our competitors, but also amongst all companies our customers do business with. SKF is searching for a purposeful action taker that is highly motivated to learn and strives to contribute to the success of our customers.

Responsibilities Include But Not Limited to:

• Comply with the company’s vision, fundamentals, policies, and procedures.
• Provide customer service to clients processing customer orders using an electronic daybook system, receive calls/faxes/emails from clients, submit requests.
• Calculate special pricing, obtain part numbers, process stock orders, enter orders for shipment and processing special order requests.
• Undertake all Engineering related inquiries and provides technical support to customers.
• Respond to inquiries regarding the company’s products and provide product information.
• Promote products to customers including substitute products and, pillow-block assemblies.
• Liaise with sales support/engineering staff and reviews technical manuals obtaining information related to technical inquiries from customer.
• Liaise with staff within Europe and the U.S. resolving logistics problems and/or to obtain products.
• Resolve customer problems tracking shipments and providing solutions.
• Provide suggestions regarding departmental procedures in order to ensure excellent customer service.
• Produce daily reports, rejected reports, back-order reports, credit warning reports and overdue reports to ensure that customer’s expectations are met.
• Provide external customer service maintaining a close client relationship in order to provide excellent customer service during critical customer situations.
• Process and administer branch credit/debit memos, returns, electronic data interchange.
• Provide special quotes, product information, marketing promotional material, etc. in order to increase the sale of products.
• Make standard and non-standard decisions within the scope of the job.
• Refer unusual situations to the Customer Service Supervisor.
• Provide guidance, information, training, or instruction to co-workers and check work of others.

Requirements:

• Minimum of 3 – 5 years of customer service experience, demonstrating strong leadership skills, a customer-centric and full value chain mindset, and a proven ability to handle complex customer situations with professionalism
• Must be proficient in English Bilingual French an asset.
• Post-secondary education (i.e., Business Administration) and a minimum of one years related experience or equivalent combination of education and experience.
• Communication skills (verbal and written) in the English language, (Bilingual French is an asset).
• Knowledge of CRM system (SAP/ C4C) an asset. 
• Knowledge of AS 400 system.
• Proficient with Microsoft applications.
• Flexibility in operational hours (7:30 am to 7 pm Eastern Time).

Desired Skills and Attributes:

• Highly Desired Skill: Possess dynamic communication skills in both English and French language via email, phone, virtual meetings, and in-person meetings.
• Able to work in a team environment and back each other up as needed to ensure excellent service to the customer.
• Self-motivated, with high energy, and an engaging level of enthusiasm.
• Good interpersonal, listening, and problem-solving skills.
• High degree of resourcefulness, flexibility, and adaptability.
• Ability to sell products, strong negotiation, and prioritization skills.
• Good communication skills to deal with all levels of staff, as well as with clients/customers to provide customer service ensuring efficient delivery of products.
• Basic knowledge of the industry, products, and markets is an asset. 
• Analytical thinking ability to break down simple and complex issues in order to resolve customer service problems and provide technical

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: Customer Engagement Manager

Location: Scarborough, ON

Job ID: 21305

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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