Supervisor Customer Service-India

Kennametal Inc. (NYSE: KMT) brings together materials science, technical expertise, innovative thinking and superior customer service to help the world fly, drive, power and build. Our tools, materials and wear-resistant solutions enable customers to run longer, cut faster and machine with greater precision. Kennametal is built for performance, and every day approximately 8,700 employees are helping customers in more than 60 countries stay competitive. Kennametal generated $2.0 billion in revenues in fiscal 2022.

Learn more at www.kennametal.com. Follow @Kennametal: Twitter, Instagram, Facebook, LinkedIn and YouTube.

Head-Channel Sales Management & Sales Operation

Job Description

The Channel Management, Sales Operations, and Customer Service Specialist will play a pivotal role in driving sales efficiency and enhancing customer satisfaction. This position involves managing relationships with distribution partners, optimizing sales processes, and ensuring seamless communication between sales teams and customers. Key responsibilities include analyzing sales data to identify trends, developing strategies to improve channel performance, and implementing best practices in customer service. The ideal candidate will possess strong analytical skills, a customer-centric mindset, and the ability to collaborate effectively across departments to support business growth and deliver exceptional service.

Key Job Responsibilities

Channel Management

• Responsible for driving Channel Management for Metal Cutting Business (India).

• Design Channel Partner Program for Distributor motivation

• Review and assess the India Channel Partner Network, identify white space for business growth, and appoint new dealers to capitalize on the potential for business growth.

• Evaluate the Distributor’s Health along with Sales Managers & have a discussion with dealers on improvement areas.

• Collaborate with Sales Managers to develop then execute partner growth plans and follow up with quarterly meetings.

• Develop excellent communication channels with partners and manage the rules of engagement & conflicts.

• Collaborating with cross-functional teams to ensure support to meet channel partner performance objectives and expectations.

• Maintain distribution management tools for selecting, managing, and terminating relationships with partners.

• Develop and plan Soft Skills and Technical training to channel team.

• Take forward the organization’s initiatives to channel partners and have them implemented. 

Customer Service

• Oversee the customer service department, ensuring exceptional service delivery and customer satisfaction

• Developing and implementing customer service strategies, managing a high-performing team, and fostering a customer-centric culture across the organization.

• Identify and implement best practices and innovative solutions to streamline customer service processes and enhance efficiency.

• Establish and track key performance indicators (KPIs) to measure performance and identify areas for improvement.

• Work closely with other departments (e.g., sales, manufacturing, logistics etc.) to ensure cohesive strategies that enhance the customer experience.

• Handle escalated customer issues and complaints and work to resolve them in a timely and satisfactory manner.

• Implementing E-Commerce initiatives to Channel Team

Education:  Engineer, Postgraduate degree in Business Preferred

Experience:

• Leadership Experience: A minimum of 5-10 years in leadership roles within sales, channel management, sales operations, or customer service, demonstrating the ability to lead and develop teams.

• Channel Management: Extensive experience in managing relationships with distribution partners and understanding various channel strategies and models.

• Customer Service Management: Experience in developing and implementing customer service strategies that enhance customer satisfaction and retention.

• Cross-functional collaboration: Demonstrated ability to work effectively across departments, including marketing, finance, and product development, to achieve business objectives.

• Data-Driven Decision Making: Strong experience in utilizing data analytics to inform sales strategies, operational improvements, and customer service enhancements.

• Project Management: Experience leading cross-functional projects that involve multiple stakeholders and require strategic planning and execution.

• Industry Knowledge: Familiarity with the specific industry in which the organization operates, including market trends and competitive landscape.

Equal Opportunity Employer