Regional Customer Service Center Manager

Kennametal Inc. aspires to be the premier tooling solutions supplier in the world with operational excellence throughout the value chain and best-in-class manufacturing and technology. The company provides customers a broad range of technologically advanced tools, tooling systems and engineering services aimed at improving customers' manufacturing competitiveness. With approximately 13,500 employees worldwide, and annual sales of $2 billion, Kennametal is represented in more that 60 countries.

Measure and monitor customer/distributor opinion, interpret impact on Kennametal IPG sales, and formulate actions plans complete with measurements for continuous improvement. Develop effective and proactive working relationships with the distributor/customer community to ensure Kennametal IPG is actively pursuing state of the art service techniques. Interface with Manufacturing and Director of Logistics to ensure modern, effective and timely customer responsiveness. Lead initiatives to develop state of the art hardware, software and processes to position total Kennametal IPG on the leading edge of Customer Service Technology. Act as the liaison for EDI processes including order entry, electronic invoicing and electronic funds transfer. Institute LEAN practices and methods throughout customer support areas, including sales. Manage the Commercial Services operating budget and establish an employee/business monitoring and CS measurement program to manage our progress and continue improvement. Review existing and proposed sales and service policies and practices to determine their potential impact on distributors?/customers? attitude toward the company. Make recommendations and communicate frequently with the key management personnel on service related changes. Measure changes in process and procedure that position Kennametal IPG as a leader in the field of Customer Services. Assist distributors/customers by providing information on the Company?s services, philosophies, operations and future changes. Manage and facilitate organization restructuring, employee development, career pathing and compensation/incentive plans.

Experience and Skills:
BS/BA degree is desired. Work experience and accomplishments should include positions in selling industrial related products, customer service, and marketing with 8-10 years experience. Competencies include: Performance Driven, Leadership, Communication, Practical Judgment and Disciplined Problem Solving, People Selection, Managing Performance, Visioning, Organization and Planning, Change Management, Independent.

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