Sales and product service

Sales Support Associate

Sandvik Coromant, part of Sandvik Machining Solutions, is the world’s leading supplier of tools, tooling solutions and know-how for the metalworking industry. With extensive investments in research and development, we create unique innovations and set new productivity standards together with our customers. These include the world's major automotive, general engineering, aerospace and energy industries. Sandvik Coromant has more than 1700 patents in its portfolio today, around 8,000 employees, and is represented in more than 150 countries.

We are now looking for a professional Sales Support Associate to join our Customer and Sales Services team, located in Dalian, China. This role will be the first interface to provide world class customer service experience through Order-to-Delivery handling, securing the execution of commercial support to fulfill customer satisfaction’s expectations.

Your key responsibilities include:

Interfacing with Customers / Frontline Sales

Referral point of contact for global and local 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 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
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, other 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, 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

Your Profile:

Preferable Bachelor’s degree or relevant qualifications in Business Administration or Engineering
1-5 years of experience as customer service support role
Experience and skills within ERP system SAP, Microsoft Office 365.
Ability to work as part of an international team
Ability to work as a team player
Be analytical and a capable problem solver
Be persuasive and have good interpersonal skills
Be a self-starter with a positive mind-set and solution orientated
Be able to achieve and set targets and goals by influencing others
Excellent written and verbal communication skills
Capable of working in a demanding environment (high stress tolerance)
Sound knowledge of Microsoft Office programs and mainstream applications and systems
Proficiency in English required

Our culture

Innovation is in our DNA and we’re proud to shape the future of manufacturing in close collaboration with our customers and partners. We believe in an inclusive, equal and open-minded culture, and we nurture our diversities to form a solid foundation for achieving great results. Add fair and rewarding benefits, as well as many different career opportunities in an inspiring global environment.

How to apply

Please send your application via online job links, click apply and upload your resume, we are looking forward to your application.

To learn more about our recruitment process, please visit our career site or contact Hiring manager and HR colleagues.

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