Customer Support Manager

Customer Support Manager

Kadant Black Clawson LLC is an established leader in equipment and systems for the international pulp and paper process industries. For 150 years, we've helped our customers reduce their input costs and improve efficiency through innovative products and technologies. Our sustainability efforts have been nationally recognized, and Kadant is also listed on the New York Stock Exchange (KAI). Our state-of-the-art manufacturing facility is located in Lebanon, OH, where we design and manufacture our products for customers across the globe. We currently seek to fill the position of Customer Support Manager to accurately complete quotes and enter orders of KBC and OEM equipment aftermarket parts and field service support. This role provides technical support from initial customer contact to shipment of the order and assists with any order dispute / warranty claim resolution after shipment of the parts when required, all while advancing KBC's mission of being a forward-thinking, collaborative, and ethical business. Hours of work for this role are M-F 8 AM to 5 PM or similar schedule.

Responsibilities :

• Interfaces daily with all levels of KBC customers, suppliers, KBC management, RSMs, and a variety of Kadant employees.
• Independently researches and accurately quotes customer aftermarket parts, repairs, and field service for equipment using customer information, past history, past orders, drawings, or new part information as developed, following the 80 / 20 guidelines.
• With knowledge of all KBC equipment, aftermarket products, and processes, assists assigned KBC customers with problems and guidance.
• Monitors quoted selling prices, versus cost to produce or purchase parts, to ensure desired gross margin is achieved following the 80 / 20 guidelines.
• Works with purchasing and / or manufacturing departments to acquire accurate quotes, lead times, and validity of parts pricing.
• Alerts the Manager of Aftermarket Business and / or Finance when price changes are required and negotiates prices with customers to achieve the sale.
• Follows up on open quotations and updates status in the ERP system.
• Independently monitors open orders for assigned customers, and using discretion, determines if customer needs are achievable; if so, reschedules orders in the ERP system as needed and communicates pertinent information to manufacturing, the supplier, and the customer as required.
• Acts as a resource and advisor for assigned KBC customers in developing their needs for parts and service and using good sales techniques and technical knowledge, takes a proactive approach with customers and serves as their "voice" in establishing internal priorities and needs.
• Handles customer complaints and resolves problems, requesting assistance if necessary, at higher levels.
• Works with RSMs to research customer records when necessary and keeps them informed of all pending and open work / orders / quotes / repairs / field service being completed in their respective territories.
• Works with Finance to resolve delinquent payables and customer hold situations.
• Works with planning / production control on all orders and shares / participates in daily meetings regarding parts, repairs, and open jobs.
• Manages any consignment programs and reviews annually the consignment agreements.
• Must work with accounting to process and bill out all consigned orders as necessary.
• Processes and bills out field service work and maintains records for the field service work.
• Updates / maintains and keeps department records by scanning and filing to ERP System and department files.
• Monitors and assists in meeting departmental monthly and quarterly goals / objectives.

Qualifications :

Equal Opportunity Employer M / F / Disability / Veteran All benefits are effective upon hire including medical, dental, vision, and 401k.