Customer Service Representative - Manufacturing
Kennametal NA

About Kennametal

With over 80 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 to Kennametal to help them manufacture with precision and efficiency. Every day approximately 8,700 employees are helping customers in nearly 100 countries stay competitive. Kennametal generated $2.1 billion in revenues in fiscal 2023. Learn more at www.kennametal.com. Follow @Kennametal: Twitter, Instagram, Facebook, LinkedIn and YouTube.

Customer Service Representative for Manufacturing

Location - Goshen, IN

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 Job 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 (secondary degree preferred)
• 1-3 years of relevant work experience required
• Experience in manufacturing industry strongly preferred
• 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.

Equal Opportunity Employer

Nearest Major Market: Elkhart
Nearest Secondary Market: South Bend
Job Segment: Materials Science, Customer Service Representative, ERP, SAP, Science, Customer Service, Technology

---