MAIN RESPONSIBILITIES

Interfacing with Customers / Frontline Sales

-     Referral point of contact for global [or specific countries] 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 2°line findings and solutions

OTD handling

-     Provide prompt response at *** touch for enquiries or requests within the scope of contents available in EBP system / MS Dynamics / other available databases

-     Provide quotations and stock availability information for standard products

-     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, 2° line Support, )

-     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 2° line, 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

REQUIRED COMPETENCIES

-     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)

-     Japanese is mandatory, English is preferable

-     1- 5 years of experience as customer service support role