Customer Service Representative

Sandvik Mining & Rock Technology, in Elko, NV

Customer Sales and Support Representative

Sandvik Mining and Rock Technology is a business area within the Sandvik Group and a leading global supplier of equipment, tools, service, and technical solutions for the mining industry. The product offering covers rock drilling, rock cutting, rock crushing, loading and hauling and materials handling.

Key performance areas

As the Customer Sales and Support Representative, you will be the first point of contact for customers and owner of the order process, responsible for answering and responding to customer issues with a sense of personal accountability and professionalism. This role is also a key member of a sales team, with the aim of building long-term customer satisfaction.

The Customer Sales & Support Representative will:

• Answer all designated incoming calls from external sources and process sales orders taken by phone
• Assess customer inquiries and route to appropriate person or department
• Take ownership of customer issues and ensure commitments are met as promised
• Expedite urgent orders to ensure customer receives when needed
• Advise supervisor of customer concerns and solicit support where needed
• Proactively inform customer of any changes to order status, backlog issues, or other relevant matters.
• Utilize tools and resources provided (sourcing allocation, stock, rob jobs) to satisfy customer requirements.
• Assist Expeditor to ensure accuracy of customer backorder status
• Stay current on industry developments, competitive offerings and issues affecting sales and customers.
• Develop working knowledge of products and their functions for their respective customer group Is experienced with the Microsoft Office suite, specifically Excel and the Windows environment
• Possesses a high degree of personal accountability and follow-up skills
• Learn Customer Service software applications

The ideal Customer Sales & Support Representative will possess 2-5 years of relevant customer service experience, along with a two-year degree, or equivalent experience is preferred. You are an organized and enthusiastic self-starter who enjoys working in a team and cultivates productive relationships with distributors/integrators and end-users of our products. You possess excellent business-wide communication skills, along with a strong sense of tact and diplomacy. You are cooperative and relationship-oriented, with a proven sense of professionalism and the ability to use discretion and sound business judgment when needed. Your customer service skills are top-notch, as are your planning and organizational skills.