Senior Customer Service Representative

Kennametal

Customer Service Representative managing end-to-end order management chain for Kennametal in Singapore. Collaborating with internal stakeholders to address customer needs and improve service quality.

Posted 5/12/2026full-timeRemote • 🇸🇬 SingaporeSeniorWebsite

About the role

Key responsibilities & impact

Manages the entire end-to-end order management chain such as quotation, order entry, customer enquiries/requests, order fulfilment, product changes or returns, complaints, invoicing, contract administration.
Focal point for customers and collaborate well with internal stakeholders such as sales, supply chain manufacturing plants, logistics, finance etc to address customer needs and improve service quality.
Delivering core responsibilities in a professional way and at the same time, adhering to Kennametal’s compliance controls and local business policy standards.
Manage customer quotes and orders by standard procedures.
Providing the product availability, lead time, shipping information to external customers in a timely manner.
Proactive track open orders and keep close contact with plant planners to ensure on time delivery.
Raise and follow through expedite and escalation requests for customer urgent orders.
Coordinate with warehouse and logistics staff to arrange on time shipment.
Ensure Customers are proactively notified of changes in order status.
Follow-up on outstanding issues, offer feasible solutions and take ownership for customer satisfaction in assigned area.
Manage Customer Complaints in CRM system, arrange product repair, return/exchange.
Maintain the customer master data correctly.
Compile data and prepare reports in standard format.
Filing of documents as per legal requirements.
Effective communication in local language and English.
Support complex project order.
Contribute to team efforts by achieving individual and team performance goals and operational Key Performance Indicators (KPIs)

Requirements

What you’ll need

Fluent in English
Basic commercial knowledge including pricing, finance, shipping, and export/import.
Basic mechanical or industrial technical knowledge is a plus (not compulsory)
Min. 3-5 years related working experience.
Proficient in Microsoft Word, Excel, Powerpoint, etc
System processing experience is must, better if SAP
Good communication skills
Capability to handle multiple tasks and responsibilities.
Possess a positive attitude and has a customer centric mindset.

Benefits

Comp & perks

Equal Opportunity Employer

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

order managementquotation managementcustomer servicedata compilationreport preparationcomplaint managementproduct repaircontract administrationshipping informationlead time management

Soft Skills

effective communicationcustomer centric mindsetpositive attitudeproblem solvingteam collaborationmulti-taskingownershipproactive approachservice quality improvementperformance goal achievement