Sandvik Hiring For Customer Service Representative at Bengaluru, Karnataka Full Time

Job Title : Customer Support Representative

No. of Vacancies: 1

Job ID : R0038062

Location : Bangalore

Full time /Part Time : Full time

Regular /Temporary : Temporary

SANDVIK COROMANT is the world’s leading supplier of tools, tooling solutions and know-how to 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, aerospace and energy industries. Sandvik Coromant has 8,000 employees and is represented in 130 countries. We are part of the business area Sandvik Machining Solutions within the global industrial group Sandvik.

At Sandvik Coromant, we are driven by a passion for excellence in everything we do. Our belief is that sustainable success is a team effort and with our profound knowledge of metal cutting and insight into the varying challenges of different industries, we strive to develop innovative solutions in collaboration with our customers, to meet both current and future demands.

We are seeking for people who are passionate in their work and possess the drive to excel to join us.

Scope:
First interface to provide world class first line customer support and routing customer technical, commercial, services and general support enquiries and needs that are outside scope of knowledge and experience. This can be specifically, but not limited to, related to the products, applications, Order-to-Delivery handling, securing the execution of commercial support, information & digital solutions related to our Products and Services via telephone, web, email and online chat service.

Key Performance And Responsibility Areas:
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

Case Management

Provide first line basic customer support via our online/Web solutions and internal Knowledge Base

Route higher level or outside of scope and/or knowledge to global network points of contacts using the Contact Centre Solution and Case Management process

Actively use the CRM solution to work within the defined processes, manage customer relations and capture leads and turn into opportunities when possible

Develops the knowledge and understanding of the online and mobility needs of our present and future customers

Troubleshoots and resolves customer complaints.

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 centre or Frontline sales

Follow up with customers on open cases according to SLA

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 databases

Provide offers, quotations, and stock availability information for standard products [and Tailor Made]

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, P&I Specialists)

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

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

Dynamic and self-motivated customer-oriented approach.

Passion for customer service exhibited by courteous telephone etiquette, empathy, patience and professionalism.

Flexibility is working in shifts on 24/5 business support environment.

Excellent multi-task skills focused on various communication methods with multiple customers and stakeholders Experience and skills within ERP system SAP, Microsoft Office 365.

Capable of working in a demanding environment (high stress tolerance) High level of communication across all mediums.

Strong attention to customer experience and commitment to quality customer service

Proficient in written/verbal English communication skills. Additional proficiency in other language is valued.

Be persuasive and have good interpersonal skills

Be a self-starter with a positive mind-set and solution orientated In addition, the employee may be assigned other duties within the area of their competence.

EXPERIENCE

1 – 5 years of experience as customer service support role

This position reports to Team leader, Global contact & support Hub, Bangalore

Benefits

Sandvik offers a competitive total compensation package including comprehensive benefits. In addition, we provide opportunities for professional competence development and training, as well as opportunities for career advancement.

How to apply

You may upload your updated profile in Workday system through your ESS login, no later than February 19, 2022.

Or

Please send your application by registering on our site www.sandvik.com/career and uploading your CV against JO Requisition no. R0038062 February 19, 2022.