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Personal and Professional Growth

Customer Relations Manager

Fulton, IL, US, 61252

Your Career Begins at Timken 
If you're ready for a challenging career that provides you with the ability to advance personally and professionally, look to Timken.  Our associates make the world more productive by improving the efficiency and reliability of the machinery that keeps industry in motion.

Position Summary:  This position leads the Timken Diamond and Drives LLC OE customer service team to ensure maximum value to customers as an organization that serves as a competitive advantage for our business, driving customer satisfaction, on-time delivery performance, and operational efficiencies. The position exists to provide customer and market focus and excellence in execution driving results and performance and building a world-class customer service organization. The position also provides direct support to the external and internal sales management team for Timken Drives LLC in Fulton, IL.


Essential Duties:  

  • Provide tools, training, guidance, and performance feedback to customer service team ensuring that talent management process tools are utilized to develop a high-potential team.
  • Ensure customer data is properly maintained in information system, and ensure communication systems from other functional areas to customers operate effectively.
  • Resolve special or unusual service situations.
  • Maintain high level of communication within customer service team and internal strategic partners (Sales, Marketing, Operations, Finance, Quality, Engineering, etc.).
  • Identify customer concerns, investigate and resolve problems.
  • Prioritize customer demand for effective execution by other functional areas.
  • Primary contact for key accounts.
  • Provide customer perspectives at key operational meetings.
  • Perform debit/credit reviews with appropriate action.
  • Drive continuous improvement to enhance customer satisfaction -- develop, recommend, and coordinate the implementation of new procedures, processes, systems, and technologies.
  • 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.
  • Perform debit/credit reviews with appropriate action.


Technical/ Functional Skills Required:

  • Effective communication skills both written and oral. 
  • Knowledgeable in production and business processes. 
  • Capable in applicable computer systems, such as Microsoft Office and function-specific software (SAP)
  • Analytical/ reasoning skills to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems
  • Systemic thinking and process approach to identify complex problems and review related information to develop and evaluate options.
  • Excellent interpersonal skills with customer service mindset. 
  • Proven problem-solving and critical thinking skills.   
  • Talent management skills.


Education/ Experience:  Bachelors Degree in Business or Liberal Arts required.  Masters Degree preferred.  2-5 years of managing customer accounts preferred.  

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.

Join one of the World’s Most Ethical Companies® – an honor we’ve received ten times.


The Timken Company designs a growing portfolio of engineered bearings and power transmission products that improve the reliability and efficiency of global machinery and equipment to move the world forward. Timken posted $3.8 billion in sales in 2019 and employs more than 17,000 people globally, operating from 42 countries.

Why Choose Timken?

  • Over a century of knowledge and innovation
  • A culture of top performance
  • A global, diverse environment
  • Products that contribute to a sustainable world
  • A conviction to improve communities around us
  • Competitive salary and benefits

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