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Customer Service Representative for Manufacturing

2 months ago

Rogers, Arkansas, United States Kennametal Full time
About Kennametal

Kennametal is a leading industrial technology company that delivers productivity to customers through materials science, tooling, and wear-resistant solutions. With a rich history spanning over 80 years, Kennametal has established itself as a trusted partner for customers across various industries, including aerospace and defense, earthworks, energy, general engineering, and transportation.

Our company is committed to helping customers manufacture with precision and efficiency. We achieve this through our innovative solutions, expert knowledge, and exceptional customer service. With a global presence in nearly 100 countries, Kennametal has a team of approximately 8,700 employees who work tirelessly to support our customers' needs.

Job Summary

We are seeking a highly skilled Customer Service Representative for Manufacturing to join our team. As a key member of our customer support team, you will be responsible for providing front-line support to customers, ensuring their needs are met, and resolving any issues that may arise.

Key Responsibilities
  • Provide exceptional customer service, responding to customer inquiries, and resolving issues in a timely and effective manner.
  • Manage customer orders, quotes, returns, and pricing, ensuring accurate and efficient processing.
  • Collaborate with internal teams to resolve customer complaints and issues, maintaining a high level of customer satisfaction.
  • Setup and maintain customer accounts, including CRM and SAP systems, to ensure seamless reporting and functionality.
  • Examine customer documents, working closely with various departments to ensure accurate processing and material flow.
  • Enter orders into SAP, attach relevant documents, and send acknowledgments to customers.
  • Respond to customer requests via phone or email, providing timely and effective support.
  • Maintain customer web-based interfaces, including portals for order retrieval, acknowledgments, and invoice uploading.
  • Maintain scheduling agreements and quantity contracts, ensuring accurate and efficient processing.
  • Work with accounting to resolve receivable issues, ensuring timely and accurate resolution.
  • Track and manage customer complaints, providing regular updates and resolutions.
  • Provide overall support to sales and plant teams, ensuring seamless communication and collaboration.
  • Manage stocking agreements and consignment agreements, subject to certain facilities.
  • Implement KANBAN systems, ensuring efficient and effective material management.
Requirements
  • High school diploma required; secondary degree preferred.
  • 1-3 years of relevant work experience required.
  • Experience in the manufacturing industry strongly preferred.
  • Excellent customer service focus and ability to remain productive under pressure.
  • Strong computer skills, including Microsoft Suite of products.
  • Strong written and oral communication skills.
  • SAP experience preferred.