Manager Sales Operations

With over 80 years as an industrial technology leader, Kennametal Inc. delivers productivity to customers through materials science, tooling and wear-resistant solutions. Customers across aerospace, earthworks, energy, general engineering and transportation turn to Kennametal to help them manufacture with precision and efficiency. Every day approximately 10,000 employees are helping customers in more than 60 countries stay competitive. Kennametal generated nearly $2.4 billion in revenues in fiscal 2019. Learn more at www.kennametal.com. Follow @Kennametal: Twitter, Instagram, Facebook, LinkedIn and YouTube.

Manager-Channel Sales Management & Sales Operation

Job Description

The Channel Management, Sales Operations, and Customer Service Specialist will play a pivotal role in driving sales efficiency and enhancing customer satisfaction. This position involves managing relationships with distribution partners, optimizing sales processes, and ensuring seamless communication between sales teams and customers. Key responsibilities include analyzing sales data to identify trends, developing strategies to improve channel performance, and implementing best practices in customer service. The ideal candidate will possess strong analytical skills, a customer-centric mindset, and the ability to collaborate effectively across departments to support business growth and deliver exceptional service.

Key Job Responsibilities

Channel Management

• 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.
• Collaborating with cross-functional teams to ensure support to meet channel partner performance objectives and expectations.
• Maintain distribution management tools for selecting, managing, and terminating relationships with partners.
• Develop and plan Soft Skills and Technical training to channel team.
• Take forward the organization’s initiatives to channel partners and have them implemented.

Customer Service

• 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.
• Work closely with other departments (e.g., sales, manufacturing, logistics etc.) to ensure cohesive strategies that enhance the customer experience.
• Handle escalated customer issues and complaints and work to resolve them in a timely and satisfactory manner.
• Implementing E-Commerce initiatives to Channel Team

Sales Operation

• Super user for MSD CRM, Developing CRM Dashboard, and various enablement tools for sales effectiveness.

• Drive strategy and operational growth by partnering with cross-functional teams, driving continuous improvements, and ensuring business outcomes (KPIs) and met.

• Design and implement sales reports and dashboards to provide insights to the sales team and help identify areas for improvement.

• Data Analysis and development recommendations in support of achieving business objectives.

• Conduct quarterly sales quota for India. Conduct monthly audits and reviews to ensure performance is on track.

• Devise metrics for implementation/execution of strategy

• Ensures process discipline by ensuring all relevant processes are followed by the sales teams and our channel partners

Pricing

• Develop and maintain pricing models, ensuring alignment with margin targets and business objectives.

• Analyze customer segments, product lines, and market trends to recommend optimal pricing

• Identify opportunities for cost optimization and margin improvement.

• Benchmark pricing against competitors and market conditions.

• Track industry trends, competitor movements, and customer expectations.

• Provide insights and recommendations based on competitive analysis.

• Partner with Sales, Finance, Product Management to drive pricing excellence.

Education: Engineer, Postgraduate degree in Business Preferred

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.
• Customer Service Management: Experience in developing and implementing customer service strategies that enhance customer satisfaction and retention.
• Cross-functional collaboration: Demonstrated ability to work effectively across departments, including marketing, finance, and product development, to achieve business objectives.
• Data-Driven Decision Making: Strong experience in utilizing data analytics to inform sales strategies, operational improvements, and customer service enhancements.
• Project Management: Experience leading cross-functional projects that involve multiple stakeholders and require strategic planning and execution.
• Industry Knowledge: Familiarity with the specific industry in which the organization operates, including market trends and competitive landscape.

As part of our core values, Kennametal is committed to providing an inclusive and welcoming environment for all people. We are an Equal Opportunity employer.