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With over 80 years as an industrial technology leader, Kennametal Inc. delivers productivity to customers through materials science, tooling and wear-resistant solutions. Customers across aerospace, earthworks, energy, general engineering and transportation turn to Kennametal to help them manufacture with precision and efficiency. Every day approximately 10,000 employees are helping customers in more than 60 countries stay competitive. Kennametal generated nearly $2.4 billion in revenues in fiscal 2019. Learn more at www.kennametal.com. Follow @Kennametal: Twitter, Instagram, Facebook, LinkedIn and YouTube.

Job Title: Customer Service Supervisor, Widia Shinki

Location: Vietnam Hanoi


Job Summary   

This position is part of the Widia Shinki operations. The position will manage the WIDIA SHINKI Customer Service Team to provide front line support for order entry, order expediting, quoting, returns, complaint, price/availability.  Manage all customer requests and be the conjunction between customers and WIDIA SHINKI VN LLC’s internal departments. Provide reporting from SAP and other reporting tools to management.  Proactively prevent problems with service-related needs.  In addition, perform certain logistics, marketing, demand planning, and sales operations functions.


Key Job Responsibilities  

  • Ensure implementation of the WIDIA SHINKI business strategy in a way that is consistent and complimentary with the team, department, and segment goals to achieve customer satisfaction, sales targets, planned profits
  • Foster an environment that stimulates open communication, creativity, collaboration, imagination and a team spirit that provides a high customer service level and meets financial objectives.  Must have a “Can Win - Can Do” attitude by enthusiastically working to achieve our goals every day
  • Create development plans (PPMs), training and coaching of team members
  • Regularly share information with cross-functional teams
  • Be proficient in using SAP and other software programs to manage customer quotes and orders by standard procedures
  • Provide product availability, lead time, and shipping information to customers in a timely manner
  • Track open orders and keep close contact with manufacturing planners to ensure timely delivery 
  • Care for major strategic customers for inventory management, demand planning, expediting and escalating delivery for urgent orders
  • Coordinate with warehouse and global logistics team members to arrange timely shipment
  • Support customs clearance and processes
  • Marketing functions include communication of sales literature and promotions to the distributor base, creating social media feeds & posts, proofreading, translations, producing tool displays, and obtaining print quotes and deliveries of literature.  Also serve as coordinator for marketing and training events throughout the country.
  • Teach customers how to use NOVO, WIDIA Center, Konnect & other customer software programs
  • Route special tool requests between sales, customers, engineering, and manufacturing
  • Manage customer quality complaints, arrange product repair, return/exchange
  • Maintain the customer master data correctly
  • Compile data and prepare reports in standard format
  • File documents in accordance with legal requirements
  • Help design and enforce company processes
  • Support implementation of new software systems within the organization (ERP, SAP)
  • Scan Vietnam related business news and report on any new developments that affect our market
  • Working language - English and Vietnamese, in addition, Chinese and Korean is helpful


Education, Work Experience, Skills, Certificates Required 

  • Fluent in two languages (English and Vietnamese), knowing Chinese or Korean is also helpful
  • Basic commercial knowledge, including pricing, finance, shipping, and export/import
  • Basic mechanical technical knowledge is a plus (not compulsory)
  • Minimum 5 years of related work experience
  • Proficient in Microsoft Word, Excel, PowerPoint, etc.
  • System processing experience is a must, SAP experience is most desirable
  • Excellent problem-solving skills and communication skills

Equal Opportunity Employer

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