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.

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Focal point for customers and collaborates well with internal stakeholders such as sales, supply chain manufacturing plants, logistics, finance etc to address customer needs and improve service quality.

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Delivering core responsibilities in a qualified way and at the same time, adhering to Kennametal's compliance controls and local business policy standards.

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Key Job Responsibilities

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- Manage customer quote and order by standard procedures
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- Providing the product availability, lead time, shipping information to external customers in a timely manner.
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- 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.
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- Coordinate with warehouse and logistics staff to arrange on time shipment
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- 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.
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- Manage Customer Complaints in CRM system, arrange product repair, return/exchange
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- Maintain the customer master data correctly
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- Compile data and prepare reports in standard format
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- Filing of documents as per legal requirements
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- Effective communication in local language and English.
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- Support complex project order
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- Contribute to team efforts by achieving individual and team performance goals and operational Key Performance Indicators (KPIs)
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Preferred Areas of Education, Certifications, and Skills

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- At least fluent in two languages (Local language and English)
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- Basic commercial knowledge including pricing, finance, shipping, and export/import.
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- Basic mechanical technical knowledge is a plus (not compulsory)
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- Min. 3-5 years related working experience.
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- System processing experience is must, better if SAP
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- Capability to handle multiple tasks and responsibilities.
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- Possess a positive attitude and has a customer centric mindset.
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Seniority level: Mid-Senior level

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Employment type: Full-time

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Job function: Customer Service

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Industries: Machinery Manufacturing

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📌 Customer Service Representative (Queensland)
🏢 Kennametal
📍 Queensland