customer service representative

Not set
Job category:
Sales and Product Service
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Interfacing with Customers / Frontline Sales

· 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

· Work with Sandvik processes with ERP SAP system and all integrated systems and


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

· In case of case escalation, connect to customers according to SLA to communicate

2°line findings and solutions

OTD handling

· Provide prompt response at first touch for enquiries or requests within the scope of

contents available in EBP system / MS Dynamics / other available databases

· Provide offers, quotations and stock availability information for standard products

· Handle order entry activities

Handle order enquiries like amending or fixing errors, cancelling orders, EBP error handling · Monitor order progress and delivery information

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

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

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

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

· Collect returns and secure administrative tasks to proper handle them · Handles the non-compliances follow up and the potential client compensations and issues credit notes

· Secure data quality within the systems Case Management

· 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

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

· Follow up with customers on open cases according to SLA Sandvik Coromant Ambassador

· Act and communicate as Sandvik Coromant brand ambassador with customers

· Act according to code of conduct and Sandvik Coromant values and principles

Deadline: Not set
Job-ID: R0030205

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