Sales Support Associate

Job Opportunity In Dalian, China

Main Responsibilities

Interfacing with Customers / Frontline Sales

Referral point of contact for global 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