Customer Service Manager - Kadant Solutions

Performs a wide variety of duties to direct, control and coordinate customer service functions, including large quotations, order execution, credit adjustments/collections, field service, terms and conditions and all other duties under the direction of the Vice President of Commercial Operations.

• Supervises all functions of customer service.
• Develops and maintains an effective department through selection, training with proper workflow documentation and assignment of personnel.
• Schedule changes to the Customer Service group and other various departments.
• Assists subordinates in day-to-day issues and troubleshoot.
• Directs customer service meetings to discuss process improvements, department issues, workflow overload within the territories and day to day activities.
• Work using the mindset of 80/20 (80% of outcome, comes from 20% of causes.)
• Approves and assists in Return Material requests with the Materials Manager to maintain customer satisfaction while following company initiative in material turns and or reductions.
• Review all requests for credit, with collaboration form other departments where necessary.
• Assists customer service during scheduled and unscheduled absences.
• Refers complaints of service or product failure to appropriate departments for investigation.
• Coordinates customer service needs with other departments as required to ensure customer satisfaction.
• Provide leadership to others through example and sharing of knowledge and skill.
• Co-ordinate the approval process for credit memos and no change orders.
• Support our mission, values (teamwork, integrity, dedication, respect, innovation, excellence), and customer message (mindshare, people, added value, digital transformation, and user experience.)

Who is Kadant Solutions Division?

Kadant Solutions, based in Auburn, Massachusetts, develops, manufactures, and markets a wide range of doctoring, cleaning, filtration, and forming systems and related consumables used in process industries worldwide including construction roofing materials, food processing, metals processing, nonwovens, pulp and paper, textiles and fibers, and tissue.

Why consider joining the Kadant team?

• Kadant is named as one of America’s Most Responsible Companies 2024by Newsweek
• Kadant was named as one ofAmerica’s Greatest Workplaces for Diversity 2023by Newsweek
• Kadant was named to Newsweek’s list ofAmerica’s Most Responsible Companies 2023.
• 100% of Kadant’s energy comes from renewable sources.
• Kadant serves thepulp and paper industrywhich has recycled 68% of everything produced and 82% of cardboard since 2009, the highest of any processing industry.
• Kadant serves several process industries including lithium-ion battery production, food processing, metals processing, carbon fiber, nonwovens, textiles, and construction roofing materials.
• At Kadant, our customer-focused innovation allows us to deliverSustainable Industrial Processing™ engineering services and technologies to help our customers create more value with fewer inputs.

*Equal opportunity employer.

*Diverse and inclusive workplace.

*Competitive wage.

*All benefits are effective upon date of hire.

Our comprehensive benefit package includes:

*Medical, Dental and Vision insurance with best-in-class premiums.

*10 ½ paid holidays.

*401k with match.

*Company paid life insurance benefit.

*Disability insurance.

*Aflac insurance.

*Lifelock insurance.

*MetLaw legal assistance.

*Employee assistance program.

*Flexible spending.

*Dependent care.

*Educational assistance.

*Employee stock purchase plan.

Education/Experience: Business degree or Equivalent of high school diploma and five years’ experience in customer service associated with the paper industry.

Knowledge:Through product knowledge.  Full understanding of customer service philosophy and procedures of the company.  Keep “customer satisfaction” as a guiding factor.  Ability to motivate staff and deal effectively with performance problems. 

Skill:Ability to read and interpret documents, write business correspondence and effectively present information and respond to questions from other groups, managers, and customers.  Ability to calculate figures and amounts such as discounts and margin.  Personal computer skills and ability to use email, word, excel, teams, etc.  Experience with a CRM, Oracle, or Epicor a bonus.

Physical/Environmental Demands:Light physical activity performing non-strenuous daily tasks of an administrative nature.  Manual dexterity sufficient to reach/handle items and work with fingers.