Sales Support Specialist at Sandvik

• We are looking for a an organised and customer focused individual to join our team as a Sales Support Specialist. 
• The role will report into the Sales Manager and the role will be based in our offices in Spartan, Kempton Park. 

Purpose of the role:

• This role is responsible for providing quality and efficient customer service to customers (internal & external) for Sandvik Rock Processing Solutions business in Sales Area Africa by responding to phone or e-mail requests.  This will involve answering and assessing all customer inquiries, processing sales orders, and responding to all customer issues with enthusiasm, proactively and in a team oriented and dedicated manner and ensuring the fulfilment of our customers’ needs promptly and courteously

The job responsibilities:

• Provide quality customer service, including interacting with customers, answering customer inquiries, and effectively handling customer complaints.
• Primary contact for external & internal customers to process, enter, maintain, and provide status of all standard and special orders.
• Quote all established standard items as requested by the customer.
• Provide basic technical support and recommend products for customer applications or refer to the technical sales support team for further assistance.
• Consistently communicate with external sales personnel as well as the Customer Service Manager/Aftermarket Manager regarding any customer sensitive issues.
• Meet established departmental KPI’s
• Resolve quote or purchase order discrepancies for all customer orders.
• Process routine returns, quality returns and annual stock returns.
• Respond promptly to customer needs; solicit customer feedback to improve service, manage difficult or emotional customer situations.
• Maintain departmental processes in accordance with other affected facilities and departments
• Attend in-house and/or outside training classes to enhance and upgrade skills as required.
• Ensure that customers’ purchase orders are processed accurately and timeously.
• Expediate sales orders and provide progress feedback to customers timeously.
• Engage and develop relationship with internal stakeholders to ensure best customers’ experience.
• Keep regular contact and build mutual trust and respect with customers, understand, and attend to customer needs.
• Provide regular customer re-assurance and ensure customers are fully satisfied with Sandvik’s equipment, service, and capability.
• 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.
• Other support duties that may be assigned.

Qualifications & Experience Requirements

• Bachelor of Engineering (BEng) degree or Technical Diploma in Mechanical or Industrial Engineering
• 3-5 Years working experience within the manufacturing or mining environment.
• Experience in a customer facing role or environment would be highly advantageous.

Other Requirements & Competencies

• Reasonable technical understanding of vibration and/or crushing 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 and adaptability to change.
• Ability to work in a team environment.
• Demonstration of organized multi-tasking skills
• Positive and passionate attitude regarding building strong, effective, long-term relationships with customers, both internal and external.