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Channel Management and Customer Service Leader

1 month ago

Bengaluru, Karnataka, India Kennametal Full time
Job Title: Channel Management and Customer Service Leader

Kennametal Inc. is seeking a highly skilled Channel Management and Customer Service Leader to drive sales efficiency and enhance customer satisfaction. As a key member of our team, you will be responsible for managing relationships with distribution partners, optimizing sales processes, and ensuring seamless communication between sales teams and customers.

Key Responsibilities:
  • Design and implement channel partner programs to motivate distributors
  • Review and assess the India Channel Partner Network, identifying opportunities for business growth and appointing new dealers
  • Evaluate distributor health and develop strategies to improve performance
  • Collaborate with sales managers to develop and execute partner growth plans
  • Develop excellent communication channels with partners and manage conflicts
  • Maintain distribution management tools and select, manage, and terminate relationships with partners
  • Develop and plan soft skills and technical training for channel teams
  • Implement the organization's initiatives to channel partners
Customer Service:
  • Oversee the customer service department, ensuring exceptional service delivery and customer satisfaction
  • Develop and implement customer service strategies, manage a high-performing team, and foster a customer-centric culture
  • Identify and implement best practices and innovative solutions to streamline customer service processes
  • Establish and track key performance indicators (KPIs) to measure performance and identify areas for improvement
  • Work closely with other departments 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
Requirements:
  • Leadership experience: A minimum of 5-10 years in leadership roles within sales, channel management, sales operations, or customer service
  • Channel management experience: Extensive experience in managing relationships with distribution partners and understanding various channel strategies and models
  • Customer service management experience: 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
  • 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

Kennametal is an equal opportunity employer.