Customer Service Representative Job at Kennametal (Brisbane)

Job Description

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.

Job Responsibility

Manage 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
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