Customer Service Rep-Australia

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._ Job Summary Manages the entire end-to-end order management chain such as quotation, order entry, customer enquiries/requests, order fulfilment, product changes or returns, complaints, invoicing, contract administration. Focal point for customers and collaborate well with internal stakeholders such as sales, supply chain manufacturing plants, logistics, finance etc to address customer needs and improve service quality. Delivering core responsibilities in a professional way and at the same time, adhering to Kennametal’s compliance controls and local business policy standards. Key Job Responsibilities

• Manage customer quotes and orders by standard procedures
• Providing the product availability, lead time, shipping information to external customers in a timely manner.
• Proactive track open orders and keep close contact with plant planners to ensure on time delivery. Raise and follow through expedite and escalation requests for customer urgent orders.
• Coordinate with warehouse and logistics staff to arrange on time shipment
• Ensure Customers are proactively notified of changes in order status. Follow-up on outstanding issues, offer feasible solutions and take ownership for customer satisfaction in assigned area.
• Manage Customer Complaints in CRM system, arrange product repair, return/exchange
• Maintain the customer master data correctly
• Compile data and prepare reports in standard format
• Filing of documents as per legal requirements
• Effective communication in local language and English.
• Support complex project order
• Contribute to team efforts by achieving individual and team performance goals and operational Key Performance Indicators (KPIs)

Requirements

• Fluent in English
• Basic commercial knowledge including pricing, finance, shipping, and export/import.
• Basic mechanical or industrial technical knowledge is a plus (not compulsory)
• Min. 3-5 years related working experience.
• Proficient in Microsoft Word, Excel, Powerpoint, etc
• System processing experience is must, better if SAP
• Good communication skills
• Capability to handle multiple tasks and responsibilities.
• Possess a positive attitude and has a customer centric mindset.

Equal Opportunity Employer