OTD Resolution Specialist

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

Logistics/Expedites

• 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