Customer Service Representative

Sandvik Rock Processing Solutions is looking for a

Customer Service Representative

Location Flexible (Elko, NV, Virginia, MN, Phoenix, AZ, Atlanta, GA)

Sandvik Rock Processing Solutions (SRP) is a business area within the Sandvik Group and a global leading supplier of equipment and tools, service and technical solutions for the mining and construction industries.

JOB PROFILE

As the first point of contact for customers, the Customer Service Representative is 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.

KEY RESPONSIBILITES INCLUDE

• Builds strong relationships with customers.
• Selects appropriate communication method to fit each situation.
• Ability to speak effectively to distressed customers and arrive at a solution that balances the customer’s needs.
• Gains cooperation from other stock departments and employees to meet the customer’s needs.
• Responds effectively to changes in priorities.
• Has a very good understanding of the customer’s needs and wants and is able to acquire information needed for the customer from drawings, documents, and manuals.
• Develops parts quotes that specifically meet the customer’s needs.
• Utilizes the customer RFQs and prepares detailed parts quotes. Analyzes customers buying habits to make recommendations when quoting the customer.
• Up sells additional parts or kits when communicating with the customer.
• Effectively explains the application of spare parts to the customer.
• Understands the company product lines and is able to communicate the importance of OEM parts.
• Follows up with appropriate personnel and customers on open opportunities to increase sales and promote the company.
• Enters and executes customer purchase orders and understand components of the purchase and investigates any red flags on the order.
• Prepares Returns Goods Authorization (RGA) forms for return and / or repair of parts
• Follows up on past due orders / invoices.
• Has a sense of urgency to meet customer needs.
• Ability to rotate afterhours emergency phone.
• Ability to travel to in person meetings with customers and team members.

POSITION REQUIREMENTS

Education / Experience

• Associate's degree, College diploma or equivalent experience
• 2 - 5 years customer service experience

COMPETENCIES

• Strong customer service focus and skills
• High degree of personal accountability and follow-up skills
• Communication and organizational skills
• Ability to work as part of a virtual team
• Computer proficiency

BENEFITS

Sandvik offers a comprehensive total compensation package including a competitive benefits package of life, health, dental, and disability insurance, paid time off, paid holidays, and a 401(k)-retirement savings plan.

In addition, we provide opportunities for professional development and training, as well as opportunities for career advancement.