MAIN RESPONSIBILITIES

Ÿ Interfacing with Customers / Frontline Sales

Ÿ Referral point of contact for global [or specific countries] customers, handling incoming calls, emails or chat requests to collect requests, queries, enquiries or complains and either solve them or escalate through case management in case of unsolved customer enquiry

Ÿ Work with Sandvik processes with ERP SAP system and all integrated systems and applications

Ÿ Handle contacts with frontline sales to collect needs and reroute accordingly

Ÿ In case of case escalation, connect to customers according to SLA to communicate 2°line findings and solutions

OTD HANDLING

Ÿ Provide prompt response at first touch for enquiries or requests within the scope of contents available in EBP system / MS Dynamics / other available databases

Ÿ Provide offers, quotations and stock availability information for standard products [and Tailor Made]

Ÿ Handle order entry activities

Ÿ Handle order enquiries like amending or fixing errors, cancelling orders, EBP error handling

Ÿ Monitor order progress and delivery information

Ÿ Secure billing activities covering debit and credit note management, invoicing and invoices issues queries

Ÿ Secure delivery and related administration, managing expedites and handling delivery through shipping providers, handling goods receipts and other needed documentation

Ÿ Support and drive Shop Online and e-Commerce solutions by providing assistance and instructions to customers on self-service processes

Ÿ Collect complains and reroute to relevant owner (frontline sales, 2° line Support, P&I Specialists)

Ÿ Collect returns and secure administrative tasks to proper handle them

Ÿ Handles the non-compliances follow up and the potential client compensations and issues credit notes

Ÿ Secure data quality within the systems

CASE MANAGEMENT

Ÿ Create cases within case management system to keep records as ticket to customer queries, incidents and requests and communicate it according to the processes within the company

Ÿ Handling escalation of unresolved customer enquiries to proper function 2° line, Value center or Frontline sales

Ÿ Follow up with customers on open cases according to SLA

Ÿ Sandvik Coromant Ambassador

Ÿ Act and communicate as Sandvik Coromant brand ambassador with customers

Ÿ Act according to code of conduct and Sandvik Coromant values and principle

REQUIRED COMPETENCIES

Ÿ Experience and skills within ERP system SAP, Microsoft Office 365

Ÿ Multi language skills preferable Japanese&English

Ÿ Ability to work as part of an international team

Ÿ Ability to work as a team player

Ÿ Be analytical and a capable problem solver

Ÿ Be persuasive and have good interpersonal skills

Ÿ Be a self-starter with a positive mind-set and solution orientated

Ÿ Be able to achieve and set targets and goals by influencing others

Ÿ Excellent written and verbal communication skills

Ÿ Capable of working in a demanding environment (high stress tolerance)