Customer Support Manager

Overview 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 quote and enter orders of KBC equipment and OEM equipment aftermarket parts and field service support. Customer Support Managers are involved with technical support from initial customer contact to shipment of the order, and 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.

Responsibilities Interface daily with all levels of KBC customers, suppliers, KBC management, RSMs, and a variety of Kadant employees. Independently research and accurately quote customer aftermarket parts, repairs, and field service for Kadant Black Clawson 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, CSMs assist assigned KBC customers with problems and guidance.

Monitor quoted selling prices, versus cost to produce or purchase parts, to ensure desired gross margin is achieved following the 80/20 guidelines.

Work with purchasing and/or manufacturing departments to acquire accurate quotes, lead times, and validity of parts pricing.

Alert the Manager of Aftermarket Business and/or Finance when price changes are required and negotiate prices with customers to achieve the sale.

Follow up on open quotations and update status in the ERP system. Independently monitor open orders for assigned customers, and using discretion, determine if customer needs are achievable; if so, reschedule orders in the ERP system as needed and communicate pertinent information to manufacturing, the supplier, and the customer as required.

Be a resource and advisor for assigned KBC customers in developing their needs for parts and service and using good sales techniques and technical knowledge, take a proactive approach with customers and serve as their "voice" in establishing internal priorities and needs.

Handle customer complaints and resolve problems, requesting assistance if necessary, at higher levels. Work with RSMs to research customer records when necessary and keep them informed of all pending and open work/orders/quotes/repairs/field service being completed in their respective territories.

Work with Finance to resolve delinquent payables and customer hold situations.

Work with planning/production control on all orders and share/participate in daily meetings regarding parts, repairs, and open jobs. Manage any consignment programs and review annually the consignment agreements.

Must work with accounting to process and bill out all consigned orders as necessary.

Process and bill out field service work and maintain records for the field service work. Update/maintain and keep department records by scanning and filing to ERP System and department files. Monitor and assist in meeting departmental monthly and quarterly goals/objectives.

Qualifications Excellent verbal and written communication skills.

Excellent sales, interpersonal, and customer service skills.

Excellent organizational skills and attention to detail.

Excellent time management skills with a proven ability to meet deadlines. Strong analytical and problem-solving skills.

Ability to function well in a high-paced and at times stressful environment.

Proficient with Microsoft Office Suite or related software. Demonstrates KBC values of personal accountability, discipline, trust, and proactive action.

An Associate Degree (or equivalent work experience) and two years of higher-level sales/support experience in a manufacturing environment is required.

Experience with ERP systems and reading/understand drawings a plus. Equal Opportunity Employer M/F/Disability/Veteran

Excellent verbal and written communication skills.

Excellent sales, interpersonal, and customer service skills.

Excellent organizational skills and attention to detail.

Excellent time management skills with a proven ability to meet deadlines. Strong analytical and problem-solving skills.

Ability to function well in a high-paced and at times stressful environment.

Proficient with Microsoft Office Suite or related software. Demonstrates KBC values of personal accountability, discipline, trust, and proactive action.

An Associate Degree (or equivalent work experience) and two years of higher-level sales/support experience in a manufacturing environment is required.

Experience with ERP systems and reading/understand drawings a plus. Equal Opportunity Employer M/F/Disability/Veteran

Interface daily with all levels of KBC customers, suppliers, KBC management, RSMs, and a variety of Kadant employees. Independently research and accurately quote customer aftermarket parts, repairs, and field service for Kadant Black Clawson 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, CSMs assist assigned KBC customers with problems and guidance.

Monitor quoted selling prices, versus cost to produce or purchase parts, to ensure desired gross margin is achieved following the 80/20 guidelines.

Work with purchasing and/or manufacturing departments to acquire accurate quotes, lead times, and validity of parts pricing.

Alert the Manager of Aftermarket Business and/or Finance when price changes are required and negotiate prices with customers to achieve the sale.

Follow up on open quotations and update status in the ERP system. Independently monitor open orders for assigned customers, and using discretion, determine if customer needs are achievable; if so, reschedule orders in the ERP system as needed and communicate pertinent information to manufacturing, the supplier, and the customer as required.

Be a resource and advisor for assigned KBC customers in developing their needs for parts and service and using good sales techniques and technical knowledge, take a proactive approach with customers and serve as their "voice" in establishing internal priorities and needs.

Handle customer complaints and resolve problems, requesting assistance if necessary, at higher levels. Work with RSMs to research customer records when necessary and keep them informed of all pending and open work/orders/quotes/repairs/field service being completed in their respective territories.

Work with Finance to resolve delinquent payables and customer hold situations.

Work with planning/production control on all orders and share/participate in daily meetings regarding parts, repairs, and open jobs. Manage any consignment programs and review annually the consignment agreements.

Must work with accounting to process and bill out all consigned orders as necessary.

Process and bill out field service work and maintain records for the field service work. Update/maintain and keep department records by scanning and filing to ERP System and department files. Monitor and assist in meeting departmental monthly and quarterly goals/objectives.