Customer Service Representative- Ground Support

Sandvik Mining & Rock Solutions is looking for Customer Service Representative- Ground Support in areas Smyrna, GA, White Pines, TN or Billings, MT

Key performance areas

Customer Service Representative Ground Support, is 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, urgency and professionalism.

Besides controlling the sales process, this role also puts an emphasis on the sourcing & logistics process as well as demand planning.

This position is a key function of the sales team, with the aim of building long-term customer satisfaction.

Sales processes :

Answer incoming calls from Sales Reps / Customers, answer questions and / or involve internal stakeholders for support on technical & commercial matters

Answer and process sales orders coming in through various channels (e.g. phone, email and other customer interfaces)

Upon receipt of Sales Rep’s requests for quotes, communicate to appropriate Production Units or external vendors for quote & lead time

Assess customer inquiries and involve appropriate support teams on technical questions to provide feedback to customers in a timely manner

Open and track cases in Salesforce for all incoming quote requests.

Assist in systemic set-up of new item codes as necessary

Prepare quotes in Sandvik Operating Systems for customers based on vendor quotes received.

Take ownership of customer issues and ensure commitments are met as promised.

Convert quotes to orders when customer purchase order is received.

Proactively inform customer of any changes to order status, backlog issues, or other relevant matters.

Advise supervisor of customer concerns and solicit support where needed.

Send customer freight charges for approval prior to shipment.

Create customer invoices upon shipment of goods.

Purchasing processes :

Place purchase orders with Vendors, linking PO’s to customer orders.

Expedite urgent vendor purchase orders to ensure customer receives when needed.

Receive vendor purchase orders upon receipt.

Freight processes :

Request freight quotes from carriers as required.

Schedule shipments based on carrier quotes and customer required dates.

Obtain Proof of Delivery from carriers upon customer delivery.

General :

Utilize tools and resources provided (sourcing allocation, stock, rob jobs) to satisfy customer requirements.

Prepare monthly reports as requested.

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.

EXPERIENCE

2-5 years of relevant customer service experience.

Bonus, if basic knowledge around Ground Support products

Experience with the Microsoft Office suite, specifically Excel and the Windows environment

Experience with Customer Relationship Management tools (e.g. Salesforce)

EDUCATION

Associate degree or equivalent experience.

PROFICIENCIES REQUIRED

Passionate about building and maintaining high customer satisfaction and service orientation

High level of attention to detail

Excellent follow-up and follow through skills

Strong organizational skills

Ability and willingness to learn and become proficient in Sandvik Operating Systems (currently Aurora and Salesforce)

Affinity & willingness to learn technical product aspects

Written and verbal presentation skills

Database extraction

Flexible, self-motivatedand strong active listening skills

Strong report writing skills

Digital literacy

Willingness to learn about customer’s industry

Ability to work in a collaborative space

SAFETY AND ENVIRONMENT

Complies with SMR safety policies and applicable government, customer or industry regulations or requirements.

Identifies and reports any unsafe work habits.

Strives to find safer ways for customers to work with Sandvik’s products.

PERSONAL LEADERSHIP

Ensures that all activities are carried out in accordance with Company Values and current Company Policies and Procedures.

Takes responsibility for personal development and enhancement of skills.

Benefits

Sandvik offers a phenomenal catalog of benefits and employee perks such as :

Benefits eligibility that begins 30 days after start date

Health care eligibility that includes, medical, dental, vision, prescription and telemedicine

Paid vacation with up to 40 hours available to roll over in to the next year

A very strong 401(k) retirement savings plan. We contribute 5% annual salary to the Retirement Savings plan. We also match 50% of the first 6%.

Tuition reimbursement