OTD Resolution Specialist

May 29
Job category:
Supply Chain & Logistics
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Responsible for resolving issues escalated up by 1° Line Support, which may require interfacing with Technical Support Specialists and various global process experts during various stages of the order entry and post-sale cycle. Interfacing with Customers communicating findings and resolutions.

  • Handle all unresolved customer inquiries escalated via case management by 1° Line Support team customer complaints and inquiries through client relations lines
  • Work with Sandvik processes with ERP SAP system and all integrated systems and applications
  • Initiate contacts with global technical support specialists or global process owners to secure needed resources for issue resolution and reroute case accordingly
  • Adhering to established SLA, communicate findings and resolution to customer.

Order Monitoring

  • Provide solutions on order issues documented by Sales Support 1° Line Support
  • Partner with our Distribution Centers on order fulfillment and re‐allocation of sales orders
  • Communicate with 1° Line, Technical Support and global process teams to work towards satisfactory resolution for the customer


  • Proactively follow up all deviations raised by internal monitoring systems and/or escalated logistical concerns to secure promised delivery by taking corrective actions
  • Put in place and follow-up specific logistics & administration actions linked to escalated urgencies or orders cancellation

Sandvik Coromant Ambassador

  • Act and communicate as Sandvik Coromant brand ambassador with customers according to defined Code of Conduct, Values and Principles
  • Participates in implementation of improvements made by the company.
  • Follows Internal Rules Regulations, in due time provides and correctly processes internal documents determined by the company.
  • Constantly improves knowledge of the Sandvik Coromant Offer and quality of production, new tools and technologies.
  • Constantly increases the level of the professional development through the training arranged by the company, and independently.
  • Carries out other requests of the company management concerning activity of the company.

Competencies are a group of behaviors that encompass knowledge, skills, abilities and personal characteristics that, together, drive performance.

  • Excellent computer skills including knowledge of Microsoft Office applications
  • Customer service soft skills
  • Excellent organization and time management skill
  • Excellent written and verbal English communication skills – must be proficient
  • Logistic & stock management knowledge
  • Knowledge of Export activities (including legal requirements)
  • After sales / Logistics knowledge
  • Good IT skills (Office 365, SAP, Outlook, Case Management)
  • Strong interpersonal skills
  • Proactive approach

Deadline: May 29
Job-ID: R0041657

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