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MAIN RESPONSIBILITIES
Interfacing with Customers / Frontline Sales
- Referral point of contact for global [or specific countries] 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