Customer Sales Support Representative
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About Sandvik
Sandvik is a global industrial company specializing in mining and rock excavation, metal cutting, and materials technology. With a history spanning over 150 years, Sandvik prides itself on innovation, sustainability, and delivering exceptional value to its customers worldwide. Sandvik Rock Processing Solutions is a business area within the Sandvik Group and a global leading supplier of stationary crushing & screening equipment for the mining and construction industries.
Job Summary
Sandvik is seeking a dynamic and customer-oriented individual to join our team as a Customer Sales Support Representative (CSSR) specializing as the Customer Support Center, based in Batu Hijau, Sumbawa. The overall responsibility of this role is to serve the day-to-day customer service activities for the SMRT Parts sales process, to answer customer queries, assist with parts sales and parts interpretation. Provision of technical advice/support to ensure maximum profitability and customer satisfaction. First interface to customer to provide a world class customer service to both existing and prospective customers.
Key Responsibilities
Customer Understanding
We conduct business in a sustainable and responsible manner. To achieve this, we always act in line with our high ethical standards. Putting safety first and always showing consideration for the environment and the communities in which we operate. Finally, we care about others and build relationships based on honesty, respect, and trust.
At Sandvik, we recognize that we are strengthened by diversity. We are committed to providing a work environment in which everyone is included, treated fairly and with respect.
Sandvik is a global industrial company specializing in mining and rock excavation, metal cutting, and materials technology. With a history spanning over 150 years, Sandvik prides itself on innovation, sustainability, and delivering exceptional value to its customers worldwide. Sandvik Rock Processing Solutions is a business area within the Sandvik Group and a global leading supplier of stationary crushing & screening equipment for the mining and construction industries.
Job Summary
Sandvik is seeking a dynamic and customer-oriented individual to join our team as a Customer Sales Support Representative (CSSR) specializing as the Customer Support Center, based in Batu Hijau, Sumbawa. The overall responsibility of this role is to serve the day-to-day customer service activities for the SMRT Parts sales process, to answer customer queries, assist with parts sales and parts interpretation. Provision of technical advice/support to ensure maximum profitability and customer satisfaction. First interface to customer to provide a world class customer service to both existing and prospective customers.
Key Responsibilities
Customer Understanding
- Provides new and existing customers with the best possible service in relation to billing inquiries, suggestions, and complaints.
- Responsible for handling customer telephone queries, aiming to clarify, orient and direct detected problems toward a solution.
- Provides timely responses to customer inquiries by telephone and/or email, consistent with service and quality standards.
- Processes customer orders, bills and accounts, and applications, initiates maintenance and termination of accounts.
- Troubleshoots and resolves customer complaints.
- Manage the Customer Order Desks – Order to Delivery Processes.
- Adopt a proactive approach to building a sustainable Sandvik Environment, Health and Safety (EHS) culture within the workplace.
- Expedite customer orders and actions from backlog reports.
- Escalates criticality 1 orders/enquires to the regional Machine Emergency Response team and keep customer informed of progress.
- Performs other related duties as assigned by manager
- Adopt a proactive approach to building a sustainable Sandvik Environment, Health, and Safety (EHS) culture within the workplace.
- Conduct yourself in accordance with Sandvik EHS Vision to achieve Zero Harm to our people, the environment we work in, our customers and our suppliers.
- Take reasonable care for your own health and safety and ensure that your actions do not adversely affect the environment or the health and safety of any other person in the workplace.
- Comply with all aspects of the Sandvik Environment, Health and Safety Policy, and any reasonable instructions, procedures or systems of work which are given in the interest of providing safe work practices in the workplace and to eliminate environmental harm.
- Identify and report any unsafe work behaviors/ practices, hazards, and incidents immediately.
- Bachelor's degree in engineering, Business Administration, or related field preferred. Other degree with proper experience also encouraged to apply.
- Excellent communication, negotiation, and interpersonal skills.
- Ability to work independently, prioritize tasks, and meet deadlines.
- Intermediate English proficiency
- Proficiency in Microsoft Office Suite.
- Willingness to travel as needed.
We conduct business in a sustainable and responsible manner. To achieve this, we always act in line with our high ethical standards. Putting safety first and always showing consideration for the environment and the communities in which we operate. Finally, we care about others and build relationships based on honesty, respect, and trust.
At Sandvik, we recognize that we are strengthened by diversity. We are committed to providing a work environment in which everyone is included, treated fairly and with respect.
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