Sales Support Associate

Deadline:
Not set
Country:
Mexico
Location:
Queretaro
Job-ID:
R0030963
Job category:
Sales and Product Service
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Process sales and invoices so that customer orders are dispatched, invoiced, and paid accurately and on time. Draft contract or sales documentation, proposals, reports, and correspondence such as sales contracts and maintenance agreements. Make standard calculations to accurately compile and report statistics. Perform background research on customer accounts, prospects, competitors, and industry trends to support the contract or sales team’s activities. Answer internal and customer enquiries on service and product availability, prices, delivery times, and the status of orders so that enquiries are dealt with promptly and accurately. Communicate with staff from other areas in the organization, such as production, warehouse, transport, or distribution, to confirm the status of orders and resolve customer complaints. Use databases or other computerized systems to maintain up-to-date customer records; to track the status of orders and deliveries; to maintain sales commissions and expense records; and to generate contract or sales reports and statistics.

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 applications
  • 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 [and Tailor Made]
  • Handle order entry activities

    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 applications
  • 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
  • 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)
  • 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
  • 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

Deadline: Not set
Job-ID: R0030963

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