Customer Success Specialist helping Canadian roofing businesses adopt Roofr’s CRM platform. Managing relationships, usage gaps, and post - onboarding success across customer portfolios.
About the role
- Customer Engagement Representative supporting customer service, order entry, shipping, billing, and finance operations for SKF’s industrial bearing solutions. Maintaining customer relationships and resolving delivery issues.
Responsibilities
- Serve as the main point of contact for SKF customers and provide prompt, efficient service
- Calculate costs from Field Service jobs to determine customer billing amounts
- Provide backup to the finance department where internal controls require it
- Maintain accurate customer master data
- Enter customer orders into the ERP system after checking pricing, lead times, and commercial requirements
- Prepare shipping paperwork, including bills of lading, customs forms, and commercial invoices
- Track shipments and verify receipts
- Provide feedback regarding delivery delays or problems
- Coordinate shipment of warranty and non-warranty returns
- Provide billing information to the finance department
- Build and maintain professional customer relationships
- Identify customer needs and coordinate internal resource support
- Handle and escalate customer complaints; identify corrective actions and follow up on resolution
- Create Field Service projects and ensure cost data matches the Order Entry Form
- Carry out invoicing and inform the Controller for project closure
- Set up internal projects for capturing non-billable labor and material costs
- Review, download, and upload data on authorized customer portals
- Work with the Finance Operations Center and Supply Chain teams on daily tasks
- Comply with internal controls and SKF policies
- Perform additional finance duties such as processing incoming payments, issuing credit notes, and updating project cash flows
Requirements
- High school diploma
- Knowledge of SKF products and services
- Awareness of legal requirements, contract terms, export controls, and import/export regulations
- Excellent written and verbal communication skills
- Data entry skills and attention to detail
- Computer skills including MS Office and Power BI tools
- Proven customer support experience
- Experience in scheduling and logistics
- Stakeholder communication and collaboration
- Ability to remain professional and courteous when handling difficult situations
- Patience and attentiveness
- Ability to use positive language
- Organizational skills and ability to multitask
- Willingness to comply with company regulations
- Honesty, reliability, care, and integrity
- Ability to anticipate customer needs and provide responsive support
- Ability to adapt to changing environments, ambiguity, priorities, and requirements
Benefits
- Robust vacation, statutory holidays, and sick day policies
- Flexibility and opportunity for occasional remote work
- Comprehensive benefits package
- Defined contribution plan with up to 6% contribution matched on base salary
- Growth opportunities
- Tuition reimbursement
- Employee assistance program
- Life insurance
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