Customer Service Representative Manufacturing

About Kennametal

With over 85 years as an industrial technology leader,Kennametal Inc.delivers productivity to customers through materials science, tooling and wear-resistant solutions. Customers across aerospace and defense, earthworks, energy, general engineering and transportation turn toKennametalto help them manufacture with precision and efficiency. Learn more atkennametal.com. Follow @Kennametal: Instagram, Facebook, LinkedIn and YouTube.

Customer Service Representative - Manufacturing
Location - Traverse City, MI (fully on-site during training and then hybrid is allowed once training is completed)

Job Summary

Provide front line support for customer order entry, order expedites, quoting, returns, price/availability, manage special promotions, billing inquiries/issues, service requests, suggestions & complaints.

Key Responsibilities

Provide new and existing customers with the best possible service in relation to billing inquiries, service requests, and directs customer to resolution of issue.

Provides customer services relating to sales, sales promotions, and communications.
Resolves customer inquiries and complaints fairly & effectively & provides timely responses to customer inquiries via fax, phone, email, etc. and maintaining metrics goals. Resolves more complex complaints escalated by customer/sales force.

• Setup Customer Accounts (CRM and SAP), this includes working with other segments to make sure we are setup for reporting and function related to customer needs.
• Examine documents (PO, drawings, specifications, etc.) working closely various departs to enter material is flowing through processes.
• Enter orders in SAP, attached documents and send acknowledgments
• Respond to customer requests via phone or email
• Maintain customer web-based interfaces i.e., portals (order retrieval, acknowledgments, uploading invoices, create ASNs and labels)
• Maintain scheduling agreements &/or Qty contracts
• Work with accounting to resolve receivable issues
• Entry and track of customer complaints
• Overall Support for Sales &/or Plant
  
  
  
  
  • Stocking Agreements, subject to certain facilities
  • Consignment Agreements, subject to certain facilities
  • KANBAN
  
  
  
  

Requirements

• HS Diploma required and 4 yr secondary degree preferred
• 1-3 years of relevant work experience required

Preferred areas of Education, Certifications, and Skills

• Business, Finance, Communication.
• Excellent Customer Service focus and ability to remain productive under pressure.
• Strong computer skills; Microsoft Suite of products.
• Strong written and oral communication skills.
• SAP experience preferred.
• Driver's License necessary due to potential travel to customer site.

To be considered for this position, you must be legally authorized to work in the US (excluding Optional Practice Testing) and not require sponsorship now or in the future.