Customer Service Supervisor

2 weeks ago


Bengaluru, Karnataka, India Kennametal, Inc. Full time

Kennametal Inc., a leading materials science and technology company, seeks a Customer Service Supervisor to drive sales efficiency and enhance customer satisfaction. This role involves managing relationships with distribution partners, optimizing sales processes, and ensuring seamless communication between sales teams and customers.

Key Responsibilities:

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

Customer Service Responsibilities:

  • 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.

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

Equal Opportunity Employer



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