Regional Customer Support Supervisor

Regional Customer Support Supervisor

Sandvik Mining has an opening for a Regional Customer Support Supervisor. The Regional Customer Support Supervisor will plan, direct, and monitor the activities of a sales support team within a specified geography, product line, or market segment to achieve established sales targets. Lead and mentor a team of Customer Sales & Support Representatives (CSSRs) to provide industry-leading sales support that exceeds customer expectations, builds customer loyalty, and delivers a consistently positive customer experience in support of Sandvik Mining's commercial objectives.

Main Responsibilities

• Build and sustain a strong Sandvik Environment, Health and Safety culture across the workplace
• Act in accordance with Sandvik's EHS Vision to achieve Zero Harm to people, the environment, customers, and suppliers
• Take reasonable care for personal health and safety and ensure actions do not adversely impact others
• Comply with all Sandvik EHS policies, procedures, and safe work practices
• Identify and immediately report unsafe behaviors, hazards, and incidents
• Interpret and present EHS leading and lagging indicator data with the team on a monthly basis
• Review EHS reporting for sites regularly and ensure accurate compliance within the EHS360 system

Key Responsibilities

• Stay current on industry developments, competitive offerings, and issues affecting sales and customers; communicate insights to relevant stakeholders
• Maintain working knowledge of products and their functions for assigned customer groups
• Identify new business opportunities with key customers to support growth
• Identify process improvement opportunities and recommend corrective actions
• Build and maintain strong working relationships with customers and internal stakeholders
• Fully support the Order-to-Cash cycle and lead demonstrable improvement actions
• Proactively support management in driving cultural alignment with Sandvik Core Values, models, and policies
• Hold regular review meetings with team members and key stakeholders
• Visit customers as required
• Provide leadership with regular status reports on activities, opportunity development, and overall customer satisfaction
• Participate in key stakeholder activities including price reviews, budget preparation, tender development, account planning, and sales meetings
• Lead, monitor, mentor, coach, and develop the CSSR team to ensure achievement of role responsibilities and KPIs
• Ensure performance management processes are followed, including target setting and development planning for all team members
• Review KPIs regularly and ensure corrective actions are implemented when required
• Ensure proper onboarding of new team members in accordance with Sandvik procedures
• Ensure effective resource planning and workforce management
• Ensure Customer Service Center (CSC) processes and global guidelines are consistently followed
• Perform other related duties as assigned

Qualifications

• Bachelor's degree in Business, Sales, Supply Chain, or a related field preferred; equivalent experience considered
• 5+ years of experience in customer service, inside sales, or commercial operations in an industrial or mining environment
• Demonstrated experience leading, coaching, and developing teams
• Strong understanding of sales support, order management, and customer service operations
• Experience working with ERP and CRM systems
• Proven ability to drive performance, accountability, and continuous improvement

Competencies

• People leadership and team development
• Customer-focused mindset
• Commercial and operational acumen
• Clear, professional communication
• Coaching, accountability, and performance management
• Process improvement and problem solving
• Cross-functional collaboration

Work Environment

• Office-based role with regular interaction across sales, service, and supply chain teams
• Occasional travel to customer sites and regional offices

Benefits

Sandvik Mining offers a competitive total rewards package designed to support employee well-being and long-term success, including:

• Medical, dental, and vision insurance
• Health Savings Account (HSA) and Flexible Spending Accounts (FSA)
• 401(k) retirement plan with company match
• Paid time off, holidays, and sick leave
• Short-term and long-term disability coverage
• Life and AD&D insurance
• Employee Assistance Program (EAP)
• Tuition reimbursement and professional development programs
• Career growth opportunities within a global organization