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Supervisor Customer Service-Japan


Tokyo, 13, JP

REQ ID:  40082

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 8,600 employees are helping customers in more than 60 countries stay competitive. Kennametal generated nearly $1.8 billion in revenues in fiscal 2021. Learn more at Follow @Kennametal: Twitter, Instagram, Facebook, LinkedIn and YouTube.


Job Summary

Support and responsible for the day-to-day operations of a group of Customer Service Representatives. Responsible for Customer

Service Representatives’ job training, group quality and metrics, customer satisfaction, and employee development. In addition to

these responsibilities, will work as detail on the CSR position, and support Corporate Strategy customers in Japan.


Key Job Responsibilities

  • Serve customers in Japan including Global Strategic Partners in all details as a CSR role.
  • Manage customer quote and order by standard procedure
  • Providing the product availability, lead time, shipping information to external customers in the timely manner
  • Track open order and keep close contact with plant planner to ensure on time delivery.
  • Make the expedite and escalation for customer urgent order.
  • Coordinate with warehouse and logistics staff to arrange on time shipment
  • Manage Customer Complain in CRM system, arrange product repair, return/exchange
  • Maintain the customer master data correctly
  • Compile data and prepare reports in standard format
  • Filing the document by follow up the legal requirement
  • Monitor the workload of the group, manage the availability of the team to make sure all the tasks can be finished within timeline.
  • Train team members, execute the policy and procedure.
  • Prepare standard report, assist in the complex analysis and project


Education, Work Experience, Skills, Certificates

  • Good English proficiency is required for communication with regional stakeholders
  • Good commercial knowledge including pricing, finance, shipping, and export/import
  • Over 8 years of related working experience with 3 – 5 years in managing a small team
  • ERP system processing experience is a must, SAP is preferred
  • Experience working for a multinational company is preferred
  • Basic mechanical technical knowledge is a plus (not compulsory)
  • Proficient in Microsoft Word, Excel, PowerPoint, etc.
  • Good communication skills
  • Stakeholder management
  • Data driven and logical thinking
  • Proactive, aggressive, well-organized, and hard working
  • Able to work under pressure, have good decision-making ability and judgment


Kennametal Is An Equal Opportunity Employer

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