Sales Support Specialist at Sandvik

The job responsibilities:

• Price lists and price management for key contracts (updates and profitability analysis).
• Pricing support to increase number of service contracts.
• Installed based and “gap” tool project and continued maintenance.
• CRM key user support including Leads and case management, warranty and customer feedback.
• Weekly customer feedback report management and sales team quote support.
• Sales team performance tracking: quote turnaround time, sales performance target tracking.
• Process and efficiency improvement projects.
• Assist with preparing and developing accurate quotations and doing the costing associated with the quotations, in particular non-standard items or items requiring repair, fabrication and manufacturing.
• Assist with discussing and clarifying customer needs to ensure the best solution in an efficient timeframe is provided.
• Collaborating with the various other teams, such as Customer Service, Engineering, Workshop/Manufacturing etc to enable efficient customer support and execution of above tasks.
• Assisting and responding to customers with technical product enquiries on their Sandvik goods.
• Assist with providing updates via the Customer Service Centre team or directly to the customer on enquiries related to quotes or orders.
• Assist with ensuring that repair drives pre-inspections are done accurately and timeously in accordance with turnaround time KPI.
• Assist with ensuring that repair drives and refurb machines are costed and quoted accurately and timeously in accordance with turnaround time KPI.
• Assist with ensuring that repair drives and refurb machines inspection reports are completed accurately and timeously in accordance with turnaround time KPI.
• Engage and develop relationship with internal stakeholders to ensure best customers’ experience.
• Assist with capturing of repair drives and refurb machines.
• Assist with sales orders expediating and providing progress feedback to customers.
• Creating and updating CRM opportunities in accordance with Sandvik opportunity management requirements.
• As required processing of orders received from customers.
• Keep regular contact and build mutual trust and respect with customers, understand, and attend to customer needs and meetings as required.
• Provide customer with immediate on-site problem solving and solutions where possible or direct them to the correct persons.
• Warranties Management: Liaise with quality department in the opening and closing of warrantee claims and ensure accuracy of cost allocation.
• Investigation of claim and submission of a report detailing the findings of the investigation, including a root cause analysis and recommendations for conclusion of the claim.
• Ensure timeous conclusion of warranty claims.
• Standby on the afterhours service hotline as per the standby schedule.
• Other support duties that may be assigned.

Qualifications & Experience Requirements

• National Diploma in Mechanical Engineering, or equivalent qualification.
• 3-5 years’ Internal sales experience or experience in a customer facing role or environment.
• SYSPRO and CRM experience is an advantage.

Other Requirements & Competencies

• Reasonable technical understanding of vibration equipment.
• Sound judgement and problem-solving ability.
• Listening and logic interpretation.
• Strong customer orientation and excellent customer service skills.
• Advanced communication skills (written & verbal).
• Must be flexible and self-reliant, self-starter.
• Excellent time management.
• Sound commercial reasoning.
• Strong understanding and compliance with Health and Safety in the workplace.
• Ability to function independently and with responsibility without direct supervision.
• The ability to make sound decisions related to identified problems without assistance.
• Follow-through ability to complete tasks.
• Computer Literacy.
• Negotiation and influencing skills.
• High attention to detail and accuracy.
• The ability to work autonomously and display problem solving skills.
• Ability to work in a team environment.
• Demonstration of organized multi-tasking skills.
• Passionate attitude regarding building strong, effective, long-term relationships with customers, both internal and external.