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Customer Service Manager - Manufacturing


Rogers, AR, US

REQ ID:  39950

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 9,000 employees are helping customers in more than 60 countries stay competitive. Kennametal generated nearly $1.9 billion in revenues in fiscal 2020. Learn more at Follow @Kennametal: Twitter, Instagram, Facebook, LinkedIn and YouTube.

Position - Customer Service Manager - Manufacturing

Location - This position can be located in either Rogers Arkansas, Huntsville Alabama, or Traverse City Michigan


Job Summary

The Customer Service Manager will focus on Kennametal’s major customers while handling a team of Customer Engagement Supervisors, Team Leads and Reps. This person will be focused on excellent customer service, setting processes, goals, and performance metrics for reporting into the Leadership Team. While the position will report into one of 3 office locations, this can by a hybrid role working from home 2 to 3 days per week.


Key Job Responsibilities

  • Identify and implement strategies to improve quality of service, productivity and profitability
  • Organize and develop team structure from various locations – 25% travel
  • Continuous training and development of team members
  • Setting objectives/metrics and manage team member performance
  • Direct supervision of specific location CSR teams
  • Develop and drive a continuous improvement roadmap for customer service
  • Increase electronic order entry of our customers and distributors


Education, Work Experience, Skills, Certificates

  • Bachelor’s Degree preferred; HS Diploma required
  • 1-3 years of management experience
  • 5+ years of overall experience
  • SAP experience preferred
  • B2B experience preferred
  • Proficient with MS Excel


  As part of our core values, Kennametal is committed to providing an inclusive and welcoming environment for all people.  We are an Equal Opportunity employer.

Job Segment: Materials Science, Industrial, ERP, SAP, Science, Manufacturing, Technology