Customer Support Representative

First interface to provide world class first line customer support and routing customer technical, commercial, services and general support enquiries and needs that are outside scope of knowledge and experience. This can be specifically, but not limited to, related to the products, applications, Order-to-Delivery handling, securing the execution of commercial support, information & digital solutions related to our Products and Services via telephone, web, email and online chat service.

 

Interfacing with Customers / Frontline Sales

1. 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

2. Work with Sandvik processes with ERP SAP system and all integrated systems and applications

3. Handle contacts with frontline sales to collect needs and reroute accordingly

4. In case of case escalation, connect to customers according to SLA to communicate 2 line findings and solutions

 

Case Management

1. Provide first line basic customer support via our online/Web solutions and internal Knowledge Base

2. Route higher level or outside of scope and/or knowledge to global network points of contacts using the Contact Centre Solution and Case Management process

3. Actively use the CRM solution to work within the defined processes, manage customer relations and capture leads and turn into opportunities when possible 4. Develops the knowledge and understanding of the online and mobility needs of our present and future customers

5. Troubleshoots and resolves customer complaints.

6. 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

7. Handling escalation of unresolved customer enquiries to proper function 2 line, Value centre or Frontline sales

8. Follow up with customers on open cases according to SLA

 

OTD handling

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

2. Provide offers, quotations, and stock availability information for standard products [and Tailor Made]

3. Handle order entry activities

4. Handle order enquiries like amending or fixing errors, cancelling orders, EBP error handling

5. Monitor order progress and delivery information

6. Secure billing activities covering debit and credit note management, invoicing and invoices issues queries

7. Secure delivery and related administration, managing expedites and handling delivery through shipping providers, handling goods receipts and other needed documentation

8. Support and drive Shop Online and e-Commerce solutions by providing assistance and instructions to customers on self-service processes

9. Collect complains and reroute to relevant owner (frontline sales, 2 line Support, P&I Specialists)

10. Collect returns and secure administrative tasks to proper handle them

11. Handles the non-compliances follow up and the potential client compensations and issues credit notes

12. Secure data quality within the systems

 

REQUIRED COMPETENCIES

1. Dynamic and self-motivated customer-oriented approach.

2. Passion for customer service exhibited by courteous telephone etiquette, empathy, patience and professionalism.

3. Flexibility is working in shifts on 24/5 business support environment.

4. Excellent multi-task skills focused on various communication methods with multiple customers and stakeholders

5. Experience and skills within ERP system SAP, Microsoft Office 365.

6. Capable of working in a demanding environment (high stress tolerance)

7. High level of communication across all mediums.

8. Strong attention to customer experience and commitment to quality customer service

9. Proficient in written/verbal English communication skills. Additional proficiency in other language is valued.

10. Be persuasive and have good interpersonal skills

11. Be a self-starter with a positive mind-set and solution orientated

12. In addition, the employee may be assigned other duties within the area of their competence.

 

EXPERIENCE -

3 - 7 years of experience as customer service support role This position reports to Team leader, Customer sales Support.

Sandvik offers a competitive total compensation package including comprehensive benefits. In addition, we provide opportunities for professional competence development and training, as well as opportunities for career advancement.