Sandvik Coromant, part of Sandvik Machining Solutions, is the world’s leading supplier of tools, tooling solutions and know-how for the metalworking industry. With extensive investments in research and development, we create unique innovations and set new productivity standards together with our customers. These include the world's major automotive, general engineering, aerospace and energy industries. Sandvik Coromant has more than 1700 patents in its portfolio today, around 8,000 employees, and is represented in more than 150 countries.

We are now looking for a professional Sales Support Associate to join our Customer and Sales Services team, located in Dalian, China. This role will be the first interface to provide world class customer service experience through Order-to-Delivery handling, securing the execution of commercial support to fulfill customer satisfaction’s expectations.

Your key responsibilities include:

Interfacing with Customers / Frontline Sales

Referral point of contact for global and local 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 enquiryWork with Sandvik processes with ERP SAP system and all integrated systems and applicationsHandle contacts with frontline sales to collect needs and reroute accordinglyIn case of case escalation, connect to customers according to SLA to communicate findings and solutions

OTD handling

Provide prompt response at first touch for enquiries or requests within the scope of contents available in EBP system / MS Dynamics / other available databasesProvide offers, quotations and stock availability information for standard products [and Tailor Made]Handle order entry activitiesHandle order enquiries like amending or fixing errors, cancelling orders, EBP error handlingMonitor order progress and delivery informationSecure billing activities covering debit and credit note management, invoicing and invoices issues queriesSecure delivery and related administration, managing expedites and handling delivery through shipping providers, handling goods receipts and other needed documentationSupport and drive Shop Online and e-Commerce solutions by providing assistance and instructions to customers on self-service processesCollect complains and reroute to relevant owner (frontline sales, other Support, P&I Specialists)Collect returns and secure administrative tasks to proper handle themHandles the non-compliances follow up and the potential client compensations and issues credit notesSecure 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 companyHandling escalation of unresolved customer enquiries to proper function, Value center or Frontline salesFollow up with customers on open cases according to SLA

Sandvik Coromant Ambassador

Act and communicate as Sandvik Coromant brand ambassador with customersAct according to code of conduct and Sandvik Coromant values and principles

Your Profile:

Preferable Bachelor’s degree or relevant qualifications in Business Administration or Engineering1-5 years of experience as customer service support roleExperience and skills within ERP system SAP, Microsoft Office 365.Ability to work as part of an international teamAbility to work as a team playerBe analytical and a capable problem solverBe persuasive and have good interpersonal skillsBe a self-starter with a positive mind-set and solution orientatedBe able to achieve and set targets and goals by influencing othersExcellent written and verbal communication skillsCapable of working in a demanding environment (high stress tolerance)Sound knowledge of Microsoft Office programs and mainstream applications and systemsProficiency in English required

Our culture

Innovation is in our DNA and we’re proud to shape the future of manufacturing in close collaboration with our customers and partners. We believe in an inclusive, equal and open-minded culture, and we nurture our diversities to form a solid foundation for achieving great results. Add fair and rewarding benefits, as well as many different career opportunities in an inspiring global environment.

How to apply

Please send your application via online job links, click apply and upload your resume, we are looking forward to your application.

To learn more about our recruitment process, please visit our career site or contact Hiring manager and HR colleagues.