The Customer Service Manager will focus on Kennametal’s major customers while handling a team of Customer Engagement Supervisors, Team Leads and Reps. This person will be focused on excellent customer service, setting processes, goals, and performance metrics for reporting into the Leadership Team. While the position will be responsible for 3 office locations. The preferred location would be from our Goshen, IN facility, but we would be open to a strong candidate working remotely within the US and open to travel up to 25%.
Key Job Responsibilities
Identify and implement strategies to improve quality of service, productivity and profitability
Organize and develop team structure from various locations – 25% travel
Continuous training and development of team members
Setting objectives/metrics and manage team member performance
Direct supervision of specific location CSR teams
Develop and drive a continuous improvement roadmap for customer service
Increase electronic order entry of our customers and distributors
Education, Work Experience, Skills, Certificates
Bachelor’s Degree preferred; HS Diploma required
1-3 years of management experience
5+ years of overall experience
SAP experience preferred
B2B experience preferred
Proficient with MS Excel
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Customer Service and Production
Industries
Manufacturing
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