Customer Engagement Representative

About the role

We are seeking an individual who is passionate about setting a new standard for customer experience and becoming the preferred customer service partner for our valued customers, consistently delivering a “wow” factor in every interaction. This pivotal frontline role is at the heart of our evolving Customer Service vision, empowering you to go beyond traditional customer support. You will be a proactive partner to our customers and internal sales teams, deeply engaging with your customers to understand complex needs, championing innovative solutions, and driving exceptional customer experiences. This position is central to building robust relationships and truly setting a new standard of customer excellence at SKF.

Responsibilities

• Elevate Customer Experience: Actively work to set a new standard for customer experience, aiming to be the preferred partner for our customers by delivering exceptional value and support in every interaction.
• Drive Proactive Engagement: Serve as the primary, highly engaged contact for customers and internal sales teams, building strong, lasting relationships through everyday interactions and active participation in customer meetings and strategic discussions.
• Deliver Solutions & Value: Move beyond reactive inquiry handling to proactively identify customer challenges and opportunities. Collaborate extensively with cross-functional teams (e.g., Engineering, Planning, Central Operations) to develop, present, and implement effective solutions that drive customer success.
• On-Site Partnership: Attend customer visits to gain firsthand insight into our customers’ operations, provide on-site support, troubleshoot issues, and strengthen partnerships.
• Strategic Alignment: Review customer requirements thoroughly to ensure compliance with SKF policies, leveraging a full value chain mindset to optimize processes and enhance overall customer experience.
• Core Customer Management: Manage customer requests that require frontline support, including but not limited to first contact resolution, complex inquiries, customer meetings, internal meetings, answering technical questions, opportunity follow-up, training, and support.
• Provide Strategic Insights: Offer actionable insights and recommendations to continuously streamline internal processes and elevate customer satisfaction.

Requirements

US Person Requirement: Must be a US Person (as defined by ITAR regulations) as there may be some need to fulfill backup processes for government, military, and defense-related requests.

Experienced Professional or High-Potential Self-Starter: Minimum of 5 years of experience in customer service or customer-facing roles preferred; however, we welcome candidates who demonstrate ambition, energy, and a strong drive to succeed. Regardless of experience level, candidates must show exceptional reliability, professionalism, and the ability to communicate effectively while managing complex customer situations with a solution-oriented mindset.

Qualifications

• Exceptional Soft Skills: Possess outstanding interpersonal skills, including empathy, active listening, adaptability, and resilience, enabling you to connect deeply with customers, anticipate their needs, and consistently deliver an exceptional customer experience.
• Customer Champion: Possesses a deeply customer-centric and full value chain mindset, dedicated to understanding, anticipating, and advocating for customer needs.
• Collaborative & Influential: Proven ability to influence outcomes, effectively collaborate across diverse internal teams, and drive purposeful action.
• Analytical & Innovative: Proficient in Microsoft Excel and Microsoft Suite, with advanced data analysis capabilities to inform decisions and identify innovative solutions.
• Exceptional Communicator: Outstanding written and verbal communication skills, with the ability to articulate complex solutions clearly and present effectively to diverse audiences in various settings.
• Organized & Proactive: Highly organized, with excellent time management, planning skills, and an entrepreneurial spirit that fosters self-motivation and dedication to achieving success.
• Technical Learner: A keen interest and aptitude for dramatically increasing product knowledge and technical confidence to provide advanced support.
• Flexible & Adaptable: Willingness and ability to travel approximately 20-30% to customer sites, other SKF locations, and internationally to SKF Puebla.