Customer Service Representative

Role Overview

• 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.
• 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.

Benefits

• Equal Opportunity Employer