Customer Relations Manager at The Timken Company in north canton, Ohio

Job Description:

Your Career Begins at Timken

Looking for a career where you can do work that matters? At Timken, we improve the reliability and efficiency of global machinery in markets like automation, food and beverage and renewable energy - advancing sustainable solutions to the world's most challenging problems. Program participants will make immediate, meaningful contributions, collaborate with global teams, and have access to individualized career development and advancement opportunities - all within a values-driven, inclusive culture. Join our global team of 19,000 people in 46 countries, and help us move the world forward.

Purpose and Scope

• Customer Relations Manager leads a section of the customer service team to be anorganization that serves as a competitive advantage for our business, driving customersatisfaction, on-time delivery performance, and operational efficiencies. Position exists to provide Customer and Market Focus, and Excellence in Execution drive results & performance and build a world class customer service organization.

Responsibilities

• Responsible for driving an excellent order to customers through accurate, timely shipment and on time delivery.
• Provide responsive order management support including order entry or expediting and shipment information to customers.
• Provide quoted pricing and inventory information to customers.
• Negotiate with customers to improve supply chain efficiency or sustainability (Order Book Management).
• Create, communicate, and implement customer service and order management policies.
• Identify any customer concerns, investigate, and resolve problems, considering government regulations and commercial law, and respond to complex customer inquiries, especially problems concerning transportation, systems, Global Trade etc.
• Proactively communicate supply chain and commercial issues (e.g. Banking, Global Trade, Legal, Supply/Demand, and Manufacturing issues) and provide alternatives to the respective management teams and customers.
• Oversee and conduct assessments of customer needs (e.g. Forecasting, Inventory issues, Credit limits etc.)
• Champion customer needs and follow-up on complex customer inquiries.
• Maintains high levels of communication within customer service team and internal strategic partners (Sales, Marketing, Operations, Finance, Quality, Engineering, etc.).
• Maximizes the effectiveness and use of SAP and be the Expert leaders for other Customer Service teams around the world (e.g. Aerospace, Europe etc.).
• Identifies process gaps and problems with existing systems and procedures and drive continuous improvement to enhance customer satisfaction.
• Develop, recommend, and coordinate the implementation of new procedures, processes, systems, and technologies. Ensures projects are completed on schedule and within budget.
• Communicating with people outside Timken and representing Timken to customers, the public, government, and other external sources in person, in writing, by telephone or email.

• Evaluates the effectiveness of customer service activity. Coordinate the customer service function with other departments.

• Creates tools to attract, retain and develop high potential talent. Manage the training, coaching and performance management of the customer service associates.
• Actively participates in training to expand technical skills and improve services provided to customers.
• Works with all groups including supply chain, sales, operations, quality, engineering, and finance to identify constraints and assist in developing creative solutions to meet customer needs.
• Ensures annual goals are complete and communicated. Ensure talent management process tools are utilized and regular feedback is provided to associates.
• Models and promote the company Core values and Business Ethics.
• Develops and administer budgets, schedules, and performance standards. Exerts influence in the development of overall objectives and long-range goals of the organization.

Education/Experience

• Minimum : Bachelor's degree with 5+ years relevant supply chain or customer service experience
• Preferred : Bachelor's degree with7+ years relevant supply chain or customer service experience

All qualified applicants shall be treated equally according to their individual qualifications, abilities, experiences and other employment standards. There will be no discrimination due to gender or gender identity, race, religion, color, national origin, ancestry, age, disability, sexual orientation, veteran/military status or any other basis protected by applicable law.

The Timken Company, a global technology leader in engineered bearings and industrial motion, designs a growing portfolio of next-generation products for diverse industries. For 125 years, Timken has used its specialized expertise to innovate and create customer-centric solutions that increase reliability and efficiency. The company posted $4.8 billion in sales in 2023 and employs more than 19,000 people globally, operating from 45 countries. Timken is one of the World's Most Innovative Companies, according to Fast Company, and has been recognized among America's Most Responsible Companies and America's Greatest Workplaces for Diversity by Newsweek, the World's Most Ethical Companies® by Ethisphere and America's Most Innovative Companies by Fortune.
Why Choose Timken?

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Nearest Major Market: Canton
Nearest Secondary Market: Akron
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