Part of global industrial engineering group Sandvik, Sandvik Coromant is manufacturing tools, machining solutions and knowledge that drive industry standards and innovations demanded by the metalworking industry now and into the next industrial era. Educational support, extensive R&D investment and strong customer partnerships ensure the development of machining technologies that change, lead and drive the future of manufacturing.
山特维克可乐满隶属于全球工业集团山特维克，是世界金属切削刀具制造商，同时也是刀具解决方案和专业加工知识的提供者，致力于制定行业标准，不断推出创新技术，在满足金属切削行业当前要求的同时，世界进入工业4.0时代。完善的培训支持、巨大的研发投入以及强大的客户合作关系确保山特维克可乐满的加工技术不断进步，进而改变和推动加工制造业的未来发展。
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