Customer Support Centre Manager - M2 at Sandvik

General Description:

Responsible for successfully managing the Customer Support Centre Operation to provide industry leading sales support which exceeds customer expectations and fosters customer loyalty and a positive customer experience to support the achievement of sales target

Main responsibilities:

• Participate in and contribute to the development of the Sales Area aftermarket strategic plan
• Develop and implement the required Customer Support Centre activities, tools and resources in alignment with the Sales Area
• Aftermarket strategic plan to ensure business and operational targets are met or exceeded
• Growth of customer interactions through E-Business
• Ensure performance management processes are implemented (including talent & succession planning & performance development)
• Accountable for the business and operational result of the Customer Support Centre
• Ensure strong working relationships with customers and stakeholders are developed and maintained
• Ensure the relevant activities (sales) are executed to increase the aftermarket revenue and customer service
• Ensure continuous improvement of Customer Support Centre processes & procedures to maintain currency and accuracy
• Communicate and follow finished goods inventory as part of SOP process
• Conduct check of actual customer order vs. case & quotation and identify any discrepancies in terms & conditions and specifications

Required Competencies

• High-level attention to detail
• Excellent communication skills and ability to communicate at all levels
• Ability to understand strategy, develop and execute plans effectively
• Highly developed interpersonal skills
• Demonstrated ability to lead, manage and develop a high performing and diverse team
• Ability to coach and mentor employees to achieve goals
• Highly developed time management and organisational skills
• Strong negotiation and problem-solving skills to influence internal stakeholders and customers
• Strong health and safety culture
• Ability to drive change
• Strong customer focus
• Flexible, self-motivated with demonstrated initiative and strong sense of accountability
• High level of professionalism, honesty and integrity
• Ability to analyse and interpret statistical data
• Superior customer relations skills
• Financial and commercial acumen – interpreting financial and business documents and results
• IR/ER understanding

Minimum Skills and Qualifications:

• Relevant Business Degree/Diploma
• Office Suite Literacy
• Minimum 5 years’ experience managing and leading a contact centre operation
• Sales management experience
• Mining or Construction Industry knowledge (advantageous)
• English proficiency
• Will be required to travel

Applications close: 13 January 2023