Hybrid Customer Service Representative

at Kennametal

• Job title: Customer Service Representative
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Associate's Degree
• Location requirements: Hybrid, Mistelgau, Germany

About the role

• Customer Service Representative handling customer inquiries and orders at Kennametal. Collaborating internally and managing customer satisfaction with a focus on service quality.

Responsibilities

• Telephone and written customer support: You are the primary point of contact for our customers and collaborate closely with internal specialist departments as well as field service.
• Responsibility for customer satisfaction: Through regular analyses and the implementation of measures, you contribute to increasing customer satisfaction.
• Quotation processing: You review and record customer inquiries, coordinate customer-specific solutions with the technical departments and prepare commercial quotations.
• Price and delivery time management: You align prices and delivery times internally and communicate them to our customers.
• Order processing: You are responsible for reviewing and entering sales documents, including orders, delivery schedules, returns, complaints and repair orders.
• Technical clarification and coordination: You agree technical details with the specialist departments, obtain approvals and manage change requests.
• Complaint management: You record and review complaints, monitor compliance with Service Level Agreements (SLAs) and process complaints through to resolution.
• Data maintenance and document management: You create new customer and material data and update existing records.
• Sales promotion activities: You support internal departments with promotions, campaigns and sales initiatives.
• Support for internal departments: You work closely with Accounting, Purchasing and Shipping and coordinate internal processes.

Requirements

• Completed commercial or technical vocational training.
• At least 3 years of professional experience in customer service.
• Independent, customer-focused working style with excellent communication and negotiation skills.
• High level of resilience and sense of responsibility.
• Very good German and English skills, both written and spoken.
• Confident use of SAP, CRM and MS Office.
• Additional foreign languages are welcome.
• Export experience is an advantage.

Benefits

• A varied role within a motivated team.
• Flat hierarchies and short decision-making paths.
• Room for independent work and opportunities for development.
• Attractive compensation and social benefits.